Customer Service Advisor

Mears; Greater London; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading service provider in the UK is seeking a Customer Service Advisor to serve as the first contact for tenants regarding repairs and appointments. The role involves managing calls, emails, and various administrative tasks such as scheduling and supporting the team. Key skills include strong organisational abilities, effective communication, and the capacity to multitask. The position requires candidates to be eligible to work in the UK and offers challenging yet rewarding work in a dynamic environment.

Benefits

25 days annual leave plus bank holidays

Access to EAP for counselling sessions

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Qualifications

• Strong organisational skills and attention to detail are essential.
• Ability to communicate effectively in a fast-paced environment.
• Basic knowledge of housing maintenance is desirable.

Responsibilities

• Handle incoming calls related to repairs and appointments.
• Manage email communications and raise jobs.
• Provide administrative support for Customer & Communications tasks.

Skills

Strong organisational skills

Attention to detail

Effective communication

Interpersonal skills

Ability to multitask

Education

NVQ or GCSE in Maths & English (pass)

Job description

About the Role

As a Customer Service Advisor, you will be the first point of contact for tenants, handling incoming calls related to repairs, appointments, and general enquiries. You’ll also manage email communications, raise jobs, and coordinate with clients, suppliers, and subcontractors to ensure work is scheduled and completed efficiently. This role involves a variety of administrative tasks, including ordering materials, updating records, and supporting the wider team with scheduling and follow-ups. Strong organisational skills, attention to detail, and the ability to communicate effectively in a fast‑paced environment are essential.

Role Criteria

• Resolve queries, diagnose situations, and process requests with care and accuracy
• Use our bespoke system to log and manage customer interactions
• Provide admin support for Customer & Communications tasks
• Meet service level agreements and performance targets
• Build strong relationships across the business
• Create satisfaction by exceeding expectations
• Handle complaints professionally and empathetically
• Worked within a call centre environment
• Communicate naturally with strong interpersonal skills
• Stay calm under pressure with a sharp eye for detail
• Be adaptable, empathetic, and customer‑focused
• Confidently use new systems and multitask effectively
• Show passion for making a difference in diverse communities
• Demonstrate good written and verbal communication skills
• Have basic knowledge of housing maintenance and call centre environments (desirable but not essential)
• Hold an NVQ or GCSE in Maths & English (pass)

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Access to EAP which includes counselling sessions
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave – Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards – discounts of up to 10% on weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.