Customer Services Officer (Contact Centre-based)

Midland Heart Ltd; Park Central; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Fixed day shifts

Annual leave 27→30 days

Rewards portal access

Pension up to 8%

Life Assurance 4x

Training & development

Job summary

Midland Heart in Birmingham seeks a Customer Services Officer to join its Customer Contact Centre. You will handle inbound calls, emails and social media for 70,000+ tenants, logging issues and resolving them with empathy.

The role is office-based, 35 hours weekly, with day shifts Mon-Fri (08:00-18:00 window options). Excellent training and pension benefits are on offer.

Qualifications

• Experience delivering first-class customer service in a high-volume environment.
• Experience handling a high volume of customer calls in a contact centre.
• Good IT skills with CRM or case management systems.
• Previous Call Centre experience essential.

Responsibilities

• Provide first-line response across inbound calls, emails and social media for tenants.
• Log tenancy concerns accurately and resolve issues to first contact.
• Maintain calm, empathetic support, even when handling emotive situations.

Skills

First-line support

Call handling

CRM experience

Active listening

Tools

CRM software

Job description

Are you passionate about delivering brilliant customer service? Do you enjoy a fast-paced environment where your problem-solving skills can help tenants feel safe, secure, and happy in their homes? If yes, we want to hear from you!

We’re hiring Customer Services Officers to join our Customer Contact Centre in Birmingham City Centre – we’re right by The Cube and approx. 15 minutes from New Street, Moor Street and Snowhill stations.

This role is office based, working 35 hours per week between the hours of 8am and 6.00pm Monday - Friday. Our Contact Centre operates three shifts, 08.00-16.00, 09.00-17.00 and 10.00-18.00 so we’re looking for candidates who can commit to different shift patterns.

About the role:

As a Customer Services Officer, you’ll provide a vital first-line response service across inbound calls, emails, and social media for our 70,000+ tenants. From handling complex repairs requests to addressing general tenancy queries, you will take ownership of issues from the very first point of contact.

In today's housing sector, accurate listening and accurate record-keeping are more important than ever. You will ensure that tenant concerns, such as maintenance issues with their properties or anti-social behaviour, are logged accurately and resolved swiftly, helping us prevent formal complaints and maintain high standards of safety.

At times, the nature of the contact will be emotive and challenging, so we’re looking for resilient individuals who can remain calm under pressure and deliver empathetic support.

What's on offer:

• Monday to Friday shift pattern – days only, no evenings, nights or weekends!
• Annual leave starting at 27 days increasing to 30 days on service (plus Bank Holidays PLUS the option to purchase 5 extra days per year).
• Access to our Rewards portal where you’ll have access to a range of exclusive offers and discounts on big name retail stores and brands.
• Matched contributions Pension Scheme of up to 8%.
• Life Assurance of 4x salary and access to healthcare benefits such as Medicash.
• Excellent training and development opportunities, from training courses to professional qualifications!

We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).

Our ideal candidate:

This role would suit someone who's passionate about helping others and thrives on problem-solving. You’ll be able to put yourself in our tenants' shoes and will strive to put them first, second and third in your work.

You’ll have:

• Previous experience of delivering a first-class customer service, taking ownership of resolving customer queries and responding appropriately to their feedback.

• Experience of handling a high volume of customer calls in a contact centre environment, maintaining a calm, confident and efficient manner at all times.
• Good IT skills and experience of using CRM or case management systems.
• Active listening skills with excellent attention to detail, ensuring you gather and record accurate information to ensure a right-first-time resolution.

Please note: Previous Call Centre experience is essential to be considered for this role.

Who are Midland Heart?

We’re one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. As one of the top 50 large companies to work for in the UK, we welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.