We’re Hiring: Customer Service Specialist Department: Customer Contact Salary: £29,361 - £30,396 Location: Leyland Hours: 36.25 hours per week Contract: Permanent Join Our Legacy of Change and Community At Progress Housing Group, we’re more than just homes, we’re a community. With 900 passionate colleagues, we’re committed to making a difference every day, supporting people to live independently and thrive. We’re looking for a proactive and adaptable Customer Service Specialist to join our Customer Contact team. This is a fantastic opportunity to be the first point of contact for our tenants and customers, making a real impact through excellent service across multiple channels. About the role As a Customer Service Specialist, you’ll be the first point of contact for our tenants and customers - answering queries by phone, web chat, and in person at our Sumner House reception. This is a full-time, permanent role (36.25 hours per week) where you’ll provide friendly, professional support across a range of enquiries, ensuring every interaction is positive and efficient. You’ll start with a supportive, on-site training period (typically six months), then move to a hybrid pattern with at least half your time in the office. Shifts are Monday to Friday only and are assigned on a rota basis, covering 8:00 - 16:00, 8:30 - 16:30, 9:00 - 17:00, or 10:00 - 18:00. Rotas are published 4 - 8 weeks in advance and you can swap shifts with colleagues where possible, giving you flexibility and control over your schedule. We set realistic expectations: our call KPI is just 4 calls per hour, focusing on quality and customer care rather than high-pressure targets. You’ll also have access to a comprehensive training platform, with opportunities to develop your skills and explore other areas of the business. What We Are Looking For To be successful in this role, you should have: Essential IT literate, with confidence using digital systems Strong problem-solving skills, initiative, and adaptability Excellent telephone manner Values that align with Progress Housing Group Desirable Previous customer service experience Experience in housing or a similar sector Experience dealing with people via writing, phone, and face-to-face Why Progress? At Progress Housing Group, we believe in supporting our people so they can do their best work and enjoy a fulfilling career. Here’s what you can expect when you join us: Competitive salary : £29,361 - £30,396, above the typical regional range, with regular pay reviews and clear progression routes No weekends : All shifts are Monday to Friday Predictable rotas : Published 4 - 8 weeks in advance, with shift swaps possible Low-pressure KPIs : 4 calls per hour, focused on quality Hybrid working : After training, at least 50% of your time in the office Career development : Framework for progression and access to a wide range of training courses Wellbeing and benefits : Generous annual leave (with buy/sell options), enhanced pension, employee assistance programme, and wellbeing support Supportive culture : Coaching, recognition, and a friendly, expert team Purpose and impact : Make a real difference to our tenants and communities How to Apply Ready to join a team where your skills are valued and your career can grow? Apply today by uploading your most up to date CV and see how Progress Housing Group stands out in the UK customer service market. Please note : In line with our core value of being Genuine, we discourage the use of AI tools when preparing applications or supporting statements. We are committed to building an authentic and values-led workforce, and will prioritise applications that clearly reflect personal effort and originality. Closing date : 11:59pm on Sunday 18 th January 2026 Interview date : 27 th & 29 th January 2026 We welcome applications from everyone, especially from underrepresented groups. Inclusion matters here.