Customer Service Advisor

About the role

2 x fixed term contracts (6 months and 12 months). You will be the welcoming first point of contact for our customers by phone, email, face‑to‑face and online. With your experience and empathy, you'll help resolve a wide range of queries from repairs and rent payments to tenancy questions and moving home. You'll be a champion for great service, listening closely, responding with care and working with colleagues to get things right first time.

Every customer interaction is a chance to build trust, demonstrate our values, and improve how we serve our communities.

• Handling high volumes of contact centre calls and digital enquiries
• Resolving most issues at first point of contact with professionalism and empathy
• Supporting customers with repairs, payments, tenancy advice and more
• Sharing feedback and helping to improve services
• Encouraging use of self‑service and digital tools

• Experience in a contact centre or customer‑facing role
• Strong listening and communication skills
• Confidence with Microsoft Office and business systems
• Patience, resilience and sensitivity to diverse customer needs
• A commitment to continuous learning and improvement
• It’s desirable (but not essential) if you’ve used CRM software or worked in social housing before.

• A performance‑based annual bonus + pension contributions matched up to 6%
• 28 days holiday + bank holidays and the option to buy/sell holiday
• Training & Development and opportunities for continuing professional development including regular tool box talks
• A great team of colleagues to work with
• Regular social and charitable events and a range of wellbeing activities
• Enhanced family leave policies
• A really competitive package of flexible employee benefits including a cycle‑to‑work scheme
• Free parking and disabled parking
• Access to two holiday homes in Norfolk and Dorset

At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of opportunity, both as an employer and as a provider of services. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are a Disability Confident employer.

A Disability Confident employer will generally offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the job. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may limit the overall number of interviews offered to both disabled people and non‑disabled people. This policy ensures everyone has the best opportunity to demonstrate they can do the job.