Customer Service Specialist

About The Role

We are looking for Customer Service Specialists to join our busy Customer Services Team providing a range of support to our housing tenants and customers.

You’ll be providing a professional high quality multi‑channel customer contact experience to all internal/external customers. You will handle a full range of housing enquiries and, where possible, offer first‑time resolution.

Our Customer Service Specialists handle inbound telephone calls, e‑mails, and social media requests from existing customers and also people who are looking for a home with us. Your role will be to help people with a wide variety of enquiries associated with their tenancy from raising repair appointments, dealing with complaints, helping customers with managing their payments, or helping customers to apply for a new home.

What you can expect from us

• We offer a competitive salary of £27,450 per annum
• 32 days annual leave plus bank holidays for a total of 40 days paid holiday per annum, equivalent to 8 weeks.
• Opportunity to further increase annual leave with service or through the holiday purchase scheme.
• Immediate entry to our Pension scheme (matched contributions up to 10%).
• A great flexible working environment, with a range of family‑friendly policies.
• Simply Health cash plan with financial benefits and the option to extend to your family. Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Access of up to £150 annually through the ‘Learning for life’ scheme.
• Access to a wide range of discounts and cash‑back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Develop your career with support and access to training and qualifications.

Working Hours and Location

This role will be based on site at our Accrington office. Our hours of operation are Monday to Friday 8 am – 6 pm. Full‑time colleagues work 35 hours per week across the opening hours on a shift rotation basis of 8 am to 4 pm, 9 am to 5 pm, 10 am to 6 pm.

You’ll have a 2‑week induction and then a 2‑week training academy to provide all the support you need and ensure you feel confident in the role and then continued development to start your career with Onward.

What are we looking for?

• Experience of working in a multi‑channel contact centre environment.
• Deliver an excellent customer experience via phone, e‑mail, social media communication.
• Strong empathy in dealing with customers and complaints.
• Good attention to detail and active listening skills.
• Resilient and able to handle competing priorities.

We not only recruit on experience but look for candidates who have the right potential skills and attitude to thrive as Onward Homes and develop a long‑term career through development.

Equality, Diversity & Inclusion

We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We will make reasonable adjustments to accommodate candidates. If you have any questions in relation to the role at any stage of the recruitment and selection process, you can contact the HR team on HumanResourcesTeam@onward.co.uk, and a member of the HR Team will be in touch.

We reserve the right to close the vacancy early prior to the closing date.

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