Customer Service Advisor

Mears Group PLC; Milton Keynes; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave

Pension plan

Employee Assistance Programme

Cycle to Work

Life Assurance

Job summary

Mears Group is seeking a Customer Service Advisor for our Milton Keynes office, a full-time permanent role (42.5 hours/week). You will manage customer enquiries, coordinate repair/non-repair requests, and schedule appointments while maintaining excellent communication with customers and colleagues.

This position emphasizes delivering high-quality housing and care services with strong attention to detail. Join a team focused on outstanding customer experience, using IT systems to diagnose issues,

Qualifications

• Previous call centre or call handling experience.
• Excellent communication skills.
• Ability to work effectively as part of a team.
• Strong IT skills and experience using computer systems.
• High attention to detail with the ability to gather accurate repair information and provide correct diagnosis.

Responsibilities

• Handle repair and non-repair enquiries professionally and within agreed timescales.
• Schedule appointments in line with contractual commitments.
• Accurately diagnose repair requirements using branch operating systems
• Respond to customer communications through email and telephone channels.
• Liaise with planners, colleagues, service users, clients and subcontractors.
• Maintain accurate records and provide timely information updates
• Support administration and customer and community teams when required
• Attend meetings and training sessions as required.

Skills

Call handling

Communication skills

Teamwork

IT skills

Job description

Annual salary: up to £27,853.73

Customer Service Advisor

Location:

Milton Keynes – office based

Contract Type:

Full-Time, Permanent, (42.5 hours per week, Monday to Friday)

Salary:

£28,186.33 per annum

About Mears Group

Mears Group is one of the UK’s leading providers of housing and care services. We deliver essential maintenance, regeneration, and commercial support across the country - working in partnership with local authorities and housing providers to improve homes and communities.

About The Role

Are you passionate about delivering excellent customer service and making a difference to customers every day? We are looking for a Customer Service Advisor to join our team in Milton Keynes, supporting the delivery of high-quality services to housing properties while ensuring an outstanding customer experience.
In this fast-paced role, you will manage customer enquiries, handle repair and non-repair requests, liaise with planners and stakeholders, and ensure appointments are scheduled in line with contractual commitments. You will play a key role in providing accurate information, resolving queries efficiently and maintaining excellent communication with customers and colleagues.
As a Customer Service Advisor, you will be part of a local team supporting high standards of customer service activity, ensuring customer enquiries are managed efficiently and professionally. You will be responsible for maintaining accurate records, coordinating appointments and supporting customers throughout the service journey.

Role Responsibilities

• Handle repair and non-repair enquiries professionally and within agreed timescales.
• Schedule appointments in line with contractual commitments.
• Accurately diagnose repair requirements using branch operating systems
• Respond to customer communications through email and telephone channels.
• Liaise with planners, colleagues, service users, clients and subcontractors.
• Maintain accurate records and provide timely information updates
• Support administration and customer and community teams when required
• Attend meetings and training sessions as required.

Key Criteria

• Previous call centre or call handling experience.
• Excellent communication skills.
• Ability to work effectively as part of a team.
• Strong IT skills and experience using computer systems.
• High attention to detail with the ability to gather accurate repair information and provide correct diagnosis.

Benefits

• 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
• We have a range of internal forums that Aline with our company core values and beliefs including Mears Men, Women’s Heath, Pride at Mears, R.E.A.C.H, Women Operative support, Armed Forces, Women in Leadership, Diversity
• Company Sick Pay
• Life Assurance (2x annual salary)
• 5% employee and 3% employer pension contribution with People pension

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

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

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

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.