Customer Service Advisor

Home Group; Newcastle upon Tyne; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Health cash plan

34 days leave (including bank holidays

Volunteer days

Job summary

Home Group is seeking a customer-focused contact centre adviser in Newcastle upon Tyne to help customers via phone, live chat and email. You’ll resolve queries, offer housing guidance, and promote self-service options, handling feedback with empathy and professionalism.

This role requires comfort with modern IT systems, strong communication, and the ability to stay calm under pressure while delivering an excellent customer experience. Benefits include a Health Cash Plan and generous leave.

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Sound judgement and practical problem-solving skills.
• Ability to handle challenging calls and complaints calmly, deescalating challenging situations.
• Confidence with technology—laptops, smartphone apps, and systems.
• Excellent written and verbal communication tailoring your style to the needs of our diverse customers.
• Strong attention to detail, even under pressure.

Responsibilities

• Act as the first point of contact for customers via phone, live chat, and email
• Provide warm, professional, and tailored support, answering queries and resolving issues
• Offer expert housing advice and promote self service options where appropriate
• Handle feedback and complaints with empathy, ownership, and professionalism
• Use modern IT systems to efficiently manage queries, appointments, and repairs

Skills

Customer service

Problem solving

Communication

Tech savvy

De-escalation

Attention to detail

Job description

• Salary £26,300 per annum pro rata, plus fantastic benefits including Health Cash Plan.

• Salary £26,300 per annum pro rata, plus fantastic benefits including Health Cash Plan.

Home, a place where you belong

If you’re searching for a role where you can genuinely make a difference and feel valued every day, you’re in the right place. Home Group is a social enterprise supporting vulnerable individuals, including people with mental and physical health needs. We believe in creating a positive impact, and we’re looking for committed individuals who thrive on helping others.

What You’ll Do

• Act as the first point of contact for customers via phone, live chat, and email
• Provide warm, professional, and tailored support, answering queries and resolving issues
• Offer expert housing advice and promote self service options where appropriate
• Handle feedback and complaints with empathy, ownership, and professionalism
• Use modern IT systems to efficiently manage queries, appointments, and repairs

Why join us

Join a team that cares about you as much as the customers we support. From flexible working to brilliant wellbeing support, you’re free to bring your best self to work and grow in a way that suits you. Be part of one of the UK’s top Great Places to Work! We can’t offer a CoS for this role.

You have

• Experience in a fast-paced, customer-focused environment
• Sound judgement and practical problem-solving skills.
• Ability to handle challenging calls and complaints calmly, deescalating challenging situations.
• Confidence with technology—laptops, smartphone apps, and systems.
• Excellent written and verbal communication tailoring your style to the needs of our diverse customers.
• Strong attention to detail, even under pressure.

Stronger together

We do our best work when we’re ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!

What’s in it for you?

• 34 days leave, rising to 39 (this includes bank holidays and a "me day").
• 2 paid volunteering days each year
• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more
• Matching pension contribution (up to 7% and life insurance of 3x basic salary)
• Instant pay access with Stream

Finally

For reasonable adjustments email [email protected].