Customer Service Advisor (12 month & 6 month FTC)

MHS Homes; Maidstone; On-site; GBP 20,000 - 25,000; Full time

Job summary

A community-focused housing organization in Maidstone is seeking a dedicated Customer Service Advisor. The role involves handling customer enquiries across various channels, resolving issues, and providing support with payments and tenancy advice. Candidates should possess strong communication skills and experience in customer-facing roles. The position offers a supportive work environment and numerous employee benefits including a performance-based bonus and generous holiday allowance.

Benefits

Performance-based annual bonus

28 days holiday + bank holidays

Training & Development opportunities

Flexible employee benefits

Access to two holiday homes in Norfolk and Dorset

Qualifications

• Experience in a contact centre or customer-facing role.
• Strong listening and communication skills.
• Confidence with Microsoft Office and business systems.
• Patience, resilience and sensitivity to diverse customer needs.

Responsibilities

• Handling high volumes of contact centre calls and digital enquiries.
• Resolving most issues at first point of contact with professionalism and empathy.
• Supporting customers with repairs, payments, tenancy advice and more.
• Encouraging use of self-service and digital tools.

Skills

Strong listening and communication skills

Experience in a contact centre or customer-facing role

Confidence with Microsoft Office and business systems

Patience, resilience and sensitivity to diverse customer needs

Job description

Overview

Join #teammhs as a Customer Service Advisor. Are you passionate about delivering brilliant service in a contact centre? Do you want your work to genuinely make a difference to people’s lives in your community? Then this could be the perfect fit for you.

At mhs homes, we're looking for two dedicated Customer Service Advisors on fixed term contracts (12 months and 6 months) to be the welcoming first point of contact for our customers—by phone, email, face-to-face and online. With your experience and empathy, you’ll help resolve a wide range of queries from repairs and rent payments to tenancy questions and moving home.

You’ll be a champion for great service, listening closely, responding with care and working with colleagues to get things right first time. Every customer interaction is a chance to build trust, demonstrate our values, and improve how we serve our communities.

What you’ll be doing

• Handling high volumes of contact centre calls and digital enquiries
• Resolving most issues at first point of contact with professionalism and empathy
• Supporting customers with repairs, payments, tenancy advice and more
• Sharing feedback and helping to improve services
• Encouraging use of self-service and digital tools
• Recording all customer interactions clearly and respectfully

What you’ll bring

• Experience in a contact centre or customer-facing role
• Strong listening and communication skills
• Confidence with Microsoft Office and business systems
• Patience, resilience and sensitivity to diverse customer needs
• A commitment to continuous learning and improvement

It’s desirable (but not essential) if you’ve used CRM software or worked in social housing before.

Why mhs?

We’re more than housing—we’re a purpose-driven team focused on people and communities. You’ll join a supportive environment where your voice matters and your development is taken seriously.

We offer

• A performance based annual bonus + pension contributions matched up to 6%
• 28 days holiday (pro-rata) + bank holidays and the option to buy/sell holiday
• Training & Development and opportunities for continuing professional development including regular tool box talks
• A great team of colleagues to work with
• Regular social and charitable events and a range of wellbeing activities
• Enhanced family leave policies
• A really competitive package of flexible employee benefits including a cycle to work scheme
• Free parking and disabled parking
• Access to two holiday homes in Norfolk and Dorset

Join us

Join mhs and contribute to making a meaningful impact on the lives of young people in our community.

At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to equality of opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We’re a Disability Confident employer. If you tell us you have a disability and meet the minimum requirements for the job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate they can do the job.

Instructions for potential applicants

Please note we’re using an anonymised recruitment process for this role. The shortlisting panel will only see personal details or CVs if you’re shortlisted for interview. Shortlisting will be done based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling us about your skills and experience.