Senior Customer Support Officer

Full Time: 37 hours per week – Monday to Friday

Do you have great people skills and a desire to make a difference? then this is an unmissable opportunity to work for an organisation like BVT. We are looking for a Senior Customer Support Officer to join our Maintenance Team and help us achieve our strategic aim of Providing Great Homes.

We are looking for a Senior Customer Support Officer to lead the customer support function within the Maintenance Team providing an excellent service to our customers across repairs, maintenance, capital works and compliance services.

We aspire to having a diverse and inclusive workforce. To help achieve this, we offer job opportunities that are agile and centred on personal and professional development in an environment where well-being and work-life balance is a key part of our culture.

The Senior Customer Support Officer will champion a customer-first culture, using data and feedback to drive continuous service improvement and compliance with regulatory standards such as the Housing Ombudsman’s Complaint Handling Code and the Tenant Satisfaction Measures (TSMs).

You will be working and learning in an environment to advance your experience, skills and develop your career.

You will be values driven and focused on delivering great services.

• You will have experience in a customer focused role.
• You must be experienced with tenant satisfaction measures, regulatory standards and complaint handling with an understanding of housing/property maintenance operations.
• You put customers first and take pride in delivering a great service.
• You must have excellent negotiation skills that result in clear actions.
• You’ll need a full driving licence and access to your own vehicle.

At BVT we offer a comprehensive reward and benefits package to assist and support employees with everyday healthcare costs, savings towards leisure activities and planning for retirement.

These include:

• Basic 32 days holiday (29 days basic, 3 days at Christmas) plus 8 statutory days.
• Flexible Working.
• A competitive employer contributed pension scheme of 10%
• Healthcare scheme which is free to all employees offering cashback towards optical, dental, therapy treatments, consultations and scans together with counselling sessions and a 24 hour helpline
• Savings on leisure activities with Trust Treats, offering discounted products and services both online and on the high street. You can make savings on your everyday shopping, holidays and insurance.
• Enhanced maternity, paternity, adoption and shared parental leave.
• Extensive support towards learning and development ensuring that all staff are offered opportunities to develop their skills and careers.
• Life assurance 4x annual salary.

Creating and sustaining communities where people can thrive is our mission and is based on the principles and legacy of our founder, George Cadbury. We are inspired by his legacy, but not afraid to be bold and innovative to meet the needs of people today and in the future. We provide a diverse and comprehensive range of services to communities in Birmingham and Telford.

We own and manage some 4,000 properties, and have significant estate management, commercial and agricultural portfolios.

To understand more about our work, including our aims of place-shaping, community building, championing people and providing great homes, you can read our Corporate Plan 2023-32 at

If you require reasonable adjustments and/or support in completing our application process, please contact the HR team by calling  or emailing  If you are having issues with the website and accessing the application form, please also use the same contact details.