Benefits
Competitive salary of £27,450 per annum.
- 32 days annual leave plus bank holidays (total 40 paid days)
- Opportunity to increase leave with service or holiday purchase scheme
- Immediate entry to pension scheme (matched contributions up to 10%)
- Flexible working and family friendly policies
- Health cash plan with financial benefits, extendable to family
- Cover includes dental, optical, physiotherapy, 24HR private GP access
- Paid leave for absence including sickness, maternity, paternity, adoption
- Up to £150 annually through Learning for Life scheme
- Access to discounts and cash back offers, cycle to work scheme
Working Hours and Location
This role will be based at our Accrington office.
Hours: Monday to Friday 8am – 6pm. Full time colleagues work 35 hours per week across opening hours on a shift rotation basis of 8am‑4pm, 9am‑5pm, 10am‑6pm.
2‑week induction followed by 2‑week training academy, then continued development.
Job Summary
Customer Service Specialist in a busy Customer Services Team, providing a range of support to housing tenants and customers. Deliver a high‑quality multi‑channel customer contact experience; handle telephone calls, e‑mail, and social media requests related to tenancy matters.
Responsibilities
- Handle full range of housing enquiries and offer first‑time resolution where possible.
- Raise repair appointments, deal with complaints, assist with payment management, and support home applications.
- Provide professional, empathetic service across phone, e‑mail, and social media.
- Maintain accurate records and documentation of interactions.
- Manage competing priorities and maintain resilience under pressure.
Qualifications
- Experience in a multi‑channel contact centre environment.
- Excellent customer experience delivery via phone, email, social media.
- Strong empathy and interpersonal skills.
- Good attention to detail and active listening.
- Resilience and ability to handle competing priorities.
- Potential and attitude to thrive at Onward Homes and develop a long‑term career through development.
About Onward Homes
Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region. We are committed to building 500 new homes each year and creating a positive, inclusive workplace that embraces diversity.
We provide reasonable adjustments to accommodate applicants and celebrate diverse teams.
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