Customer Service Advisor

Mears Group PLC; Milton Keynes; On-site; GBP 26,000 - 32,000; Part time

Benefits offered by this job

Annual leave

Mears Fun Day

Volunteering leave

Mears Rewards

Family friendly policies

Job summary

Mears Group PLC in Milton Keynes is seeking a Customer Service Advisor to join our frontline team at the Milton Keynes branch. This part-time role focuses on delivering high-quality customer service across housing properties and coordinating repairs.

You will handle inquiries, book appointments, and communicate with tenants, colleagues, and contractors, ensuring safety, quality and cost control standards are met. Good time management and problem-solving skills are essential.

Qualifications

• Previous experience in customer service
• Ability to handle complaints and challenging situations
• Excellent written and verbal communication skills
• Good grasp of the English language written and verbal
• Ability to work alone and as part of a team
• Good telephone manner

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

Job description

Annual salary: up to £10,310.40

Customer Service Advisor

Location: Milton Keynes

Salary: £29,216.20 (£10,310.40 pro-rated) per annum

Contract: Part-time – Permanent, 15hrs per week, Monday to Friday – Office Based

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

• Previous experience in customer service
• Ability to handle complaints and challenging situations
• Excellent written and verbal communication skills
• Good grasp of the English language written and verbal
• Ability to work alone and as part of a team
• Good telephone manner

Desirable: call centre experience, background in repairs, and knowledge of Microsoft.

Benefits

• 25 days annual leave plus bank holidays
• 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% 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.

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.