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!
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.
- 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 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.
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.
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