Customer Service Specialist

Customer Service Specialist

Onward Homes is seeking a dedicated Customer Service Specialist to join our busy Customer Services Team at our Accrington office. In this role you will provide a high‑quality, multi‑channel customer contact experience to our housing tenants and external customers.

As a Customer Service Specialist you will:

• Handle inbound telephone calls, e‑messages and social media requests from existing tenants and prospective customers.
• Assist with tenancy‑related enquiries, such as arranging repairs, managing complaints, helping with payment schedules and facilitating new home applications.
• Strive for first‑time resolution while maintaining a professional, empathetic tone across all media.
• Maintain accurate records of all interactions in our systems and contribute to continuous improvement initiatives.

• Experience in a multi‑channel contact centre environment.
• Excellent communication skills with phone, e‑mail and social media.
• Strong empathy and ability to handle customer complaints sensitively.
• High attention to detail, active listening and multitasking skills.
• Resilience and ability to manage competing priorities in a fast‑paced environment.

• Competitive salary of £26,350 per annum.
• 32 days annual leave plus bank holidays – a total of 40 days paid holiday (8 weeks).
• Opportunity to increase leave through service or holiday purchase scheme.
• Immediate entry to our pension scheme with contributions matched up to 10%.
• Flexible working environment and family‑friendly policies.
• Simply Health cash plan (covers dental, optical, physiotherapy, 24‑hour private GP access, etc.).
• Paid leave for sickness, maternity, paternity and adoption.
• £150 annually under the ‘Learning for Life’ scheme.
• Wide range of discounts and cashback offers.
• Training and development support for career progression.

The role is based at our Accrington office. Working hours are Monday to Friday, 8 am – 6 pm. Full‑time colleagues work 35 hours per week across 8‑am to 4‑pm, 9‑am to 5‑pm or 10‑am to 6‑pm shifts. A 2‑week induction followed by a 2‑week training academy will equip you for the role.

For questions or further information, please contact the HR team at  The vacancy is open and can be applied for at