Customer Service Centre Advisor

Job Description – Customer Service Centre Advisor (26970)

Salary £26,300 per annum, plus fantastic benefits including the Health Cash Plan.

Permanent, full time (37.5 hours per week), Monday to Friday shifts between 8:00 am and 6:00 pm.

Location: Newcastle upon Tyne City Centre (enjoy the best view of St James’ Park!).

We can’t offer a CoS for this role.

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.
• 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.
• Hybrid Working: 2 days in the office, the rest from home (your first four weeks will be office‑based, Monday to Friday, 9:00 to 17:00).
• You’ll work from Newcastle upon Tyne city centre.

You have

• Experience in a fast‑paced, customer‑focused environment.
• Sound judgement and practical problem‑solving skills.
• 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.
• Ability to handle challenging calls and complaints calmly, deescalating challenging situations.

What’s in it for you?

• 34 days leave, pro‑rated (including bank holidays and a “me day”).
• Paid time off for volunteering.
• Matching pension contributions (up to 7%, with life assurance of 3x basic salary).
• Save up to £1140 yearly with our health cash plan, covering dental, optical, and therapies.
• Career path with development and an excellent training package.
• Excellent benefits and rewards including supermarket discounts and travel expenses.

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