Customer Service Advisor

mearsgroup; Milton Keynes; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Annual Mears Fun Day

Paid volunteering leave

Mears Rewards - discounts

Share save scheme

Family friendly policies

Job summary

Mears Group in Milton Keynes is seeking a Customer Service OOH Agent to join our local team. You will handle service queries, book repairs and maintain high standards of customer care across housing properties.

The role is full-time and permanent, with night shifts on a 4-on-4-off rotation from 8am to 8pm, and you will work within our Milton Keynes branch to deliver best-in-class service while meeting safety and quality standards.

Qualifications

• Experience delivering high-quality customer service.
• IT literate with proficiency in Microsoft Office.
• Strong written and verbal communication skills.
• Reliable, hardworking and punctual.
• Ability to handle complaints and difficult situations.

Responsibilities

• Handle repair and non-repair queries professionally and book appointments.
• Diagnose repairs using the branch operating system.
• Communicate updates clearly to stakeholders.
• Record correspondence and coordinate with colleagues.

Skills

Customer service

IT literacy

Communication

Problem solving

Reliability

Tools

Microsoft Office

Job description

Customer Service OOH Agent

Annual salary: up to £26,477.31

Location: Milton Keynes

Salary: £26,477.31 per annum

Contract: Full-time, Permanent, Night Shift, 4-on-4-off rotation, 8am-8pm

Mears Group is one of the UK's leading providers of housing and care services. We deliver essential maintenance, regeneration, and customer support services to homes and communities across the country. Our teams work in partnership with local authorities, housing providers, and residents to ensure safe, well-maintained environments and exceptional customer experiences.

About the Role:

As a Customer Service Advisor, no two days are the same. The ideal candidate will be outgoing, hardworking, organised, reliable, and possess good time management and problem-solving skills. Based at our Milton Keynes branch you will be a part of a local team supporting high standards of customer service across housing properties. Whilst ensuring best in class customer service and satisfying all safety, quality and cost control standards.

Key Responsibilities

• Handle all repair and/or non-repair queries in a professional & timely manner, ensuring all appointments are booked in line with contractual commitments
• Accurately diagnose repairs by using the branch operating system.
• Maintain a customer focused approach by communicating professionally with all service users, clients, and both internal/external stakeholders.
• Record and respond to all communication in line with the standard operating procedures including communicating all updates regarding ongoing work and liaising with colleagues to be able to provide accurate information on time.

Role Criteria:

• Customer service focused
• IT literate especially Microsoft
• Ability to deal with challenges and complaints
• Reliable and hardworking
• Excellent verbal and written communication skills

Desirable:

• Call centre experience
• Background in repairs

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day (e.g. Drayton Manor)
• Paid volunteering leave
• Mears Rewards - discounts on groceries, holidays, eye tests and more
• Share save scheme
• 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.

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.