Customer Service Advisor

Mears; Thurrock; On-site; GBP 23,000 - 30,000; Full time

Job summary

A social housing provider in Thurrock is seeking a Customer Success Advisor to deliver excellent service and support. The role involves addressing customer queries, managing complaints, and providing administration support. Ideal candidates will have strong interpersonal skills, a natural ability to communicate effectively, and some knowledge of housing maintenance. Join this team-focused environment and make a positive impact while enjoying various employee benefits.

Benefits

25 days annual leave plus bank holidays

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Qualifications

• Experience in complaint handling.
• Good communication skills, both written and verbal.
• Basic knowledge of housing maintenance and call center environments desirable.

Responsibilities

• Be the first point of contact for complaints across all channels of communication.
• Resolve queries, diagnose situations, and process requests with care and accuracy.
• Provide admin support for Customer & Communications tasks.

Skills

Interpersonal skills

Complaint handling

Attention to detail

Communication skills

Multitasking

Education

NVQ or GCSE in Maths & English

Job description

About the Role

We are seeking a Customer Success Advisor to join our team. You will be working alongside Thurrock Council in our social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.

A Customer Success Advisor within our Thurrock Branch you will positively represent Mears, working closely with the contract operational team and customers daily. Provide front facing support and advice as required and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

Role Criteria

• Be the first point of contact for complaints across all channels of communication
• 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
• Experience in complaint handling
• A natural communicator with great interpersonal skills
• Calm under pressure, with a sharp eye for detail
• Adaptable, empathetic, and customer-focused
• Confident using new systems and multitasking effectively
• Passionate about making a difference in diverse communities
• Good communication skills, written and verbal
• Basic knowledge of housing maintenance and call centre environments desirable but not essential
• NVQ or GCSE in Maths & English (pass)

Benefits we can offer you

• 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.