Customer Service Advisor

Mears; Ledston; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Family friendly policies including …

Employee Assistance Programme

Mears Rewards

Annual Mears Fun Day

Volunteering leave

Cycle to Work Scheme

Share save scheme

Recognition and long service awards

Learning and development opportunities

Career progression opportunities

Occupational health support

Green car scheme

Inclusive workplace networks

Company Sick Pay

Life Assurance

Company pension scheme

Job summary

Mears is seeking a Customer Service Advisor to be the first point of contact for tenants, handling repairs, appointments and general enquiries. You will manage emails, raise jobs and coordinate with clients, suppliers and subcontractors to ensure work is scheduled and completed efficiently.

The role involves administrative tasks such as ordering materials, updating records, and supporting scheduling and follow-ups.

Qualifications

• Resolve queries with care and accuracy.
• Log and manage customer interactions in our bespoke system.
• Provide admin support for Customer & Communications tasks.
• Meet service level agreements and performance targets.
• Build strong relationships across the business.
• Handle complaints professionally and empathetically.
• Communicate clearly with strong interpersonal skills.
• Stay calm under pressure with attention to detail.
• Be adaptable, empathetic and customer-focused.
• Confidently learn new systems and multitask.
• Show passion for helping diverse communities.
• Demonstrate written and verbal communication skills.
• Basic knowledge of housing maintenance and call centre environments.

Responsibilities

• Handle incoming calls for repairs, appointments and general enquiries.
• Manage email communications, raise jobs and coordinate with clients, suppliers and subcontractors.
• Order materials, update records and support scheduling and follow-ups.

Skills

Customer service

Communication

Organisation

Multitasking

Relationship building

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
• 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
• Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
• Employee Assistance Programme - free confidential support and counselling available
• Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
• 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 – up to two days per year to support community initiatives
• Cycle to Work Scheme
• Share save scheme
• Recognition and long service awards
• Buy up to 5 days holiday each year depending on length of service
• Learning and development opportunities
• Career progression opportunities across Mears Group
• Occupational health support
• Green car scheme with Tusker after successful probation period
• Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development. From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.
• Company Sick Pay
• Life Assurance (1x annual salary)
• Company pension scheme with Peoples Pension, 5% employee and 3% employer pension contribution

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.