Customer Service Advisor

Overview

Mears Group is one of the UK’s leading providers of housing and care services. We deliver essential maintenance, regeneration, and customer support services to homes and communities across the country. Our teams work in partnership with local authorities, housing providers, and residents to ensure safe, well-maintained environments and exceptional customer experiences.

Customer Service Advisor, the first point of contact for tenants. You will handle incoming calls related to repairs, appointments, and general enquiries. You’ll also manage email communications, raise jobs, and coordinate with clients, suppliers, and subcontractors to ensure work is scheduled and completed efficiently. This role includes administrative tasks such as ordering materials, updating records, and supporting the wider team with scheduling and follow-ups.

Strong organisational skills, attention to detail, and the ability to communicate effectively in a fast-paced environment are essential.

• Resolve queries, diagnose situations, and process requests with care and accuracy
• Use our bespoke system to log and manage customer interactions
• Provide admin support for Customer & Communications tasks
• Meet service level agreements and performance targets
• Build strong relationships across the business
• Create satisfaction by exceeding expectations
• Handle complaints professionally and empathetically
• Worked within a call centre environment
• Communicate naturally with strong interpersonal skills
• Stay calm under pressure with a sharp eye for detail
• Be adaptable, empathetic, and customer-focused
• Confidently use new systems and multitask effectively
• Show passion for making a difference in diverse communities
• Demonstrate good written and verbal communication skills
• Have basic knowledge of housing maintenance and call centre environments (desirable but not essential)
• Hold an NVQ or GCSE in Maths & English (pass)

• 25 days annual leave plus bank holidays
• Access to EAP which includes counselling sessions
• Annual Mears Fun Day
• Volunteering Leave - paid volunteering in the community
• Staff perks with Mears Rewards - discounts and savings
• Family friendly policies

All roles require entitlement to work within the UK; visa sponsorship is not offered. All roles are subject to Background, Identity & Security checks before commencement of employment.

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer, valuing individuality and equal opportunities for all. We proudly support the Armed Forces Covenant and hold Gold Award in the Defence Employer Recognition Scheme. We also have an Endorser Award for the Career Transition Partnership, recognizing our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is optional and will not affect your ability to apply.