Customer Service Specialist

Overview

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 handle a professional high quality multi-channel customer contact experience and strive for first-time resolution where possible.

• We offer a competitive salary of £26,350 per annum
• 32 days annual leave plus bank holidays (a total of 40 days paid holiday per annum, equivalent to 8 weeks)
• Opportunity to increase annual leave with service or through the holiday purchase scheme
• Immediate entry to our Pension scheme (matched contributions up to 10%)
• A flexible working environment with family-friendly policies
• Simply Health cash plan with benefits and the option to extend to your family (cover includes dental, optical, physiotherapy, 24HR private GP access and more)
• Paid leave for sickness, maternity, paternity and adoption
• Access to up to £150 annually through the ‘Learning for life’ scheme
• Discounts and cash back offers across retail, automotive, holidays and cycle to work schemes
• Career development support and access to training and qualifications

This role will be based on site at our Accrington office. Our hours of operation are Monday to Friday 8am – 6pm. Full-time colleagues work 35 hours per week across the opening hours on a shift rotation basis of 8am to 4pm, 9am to 5pm, or 10am to 6pm. You’ll have a 2-week induction followed by a 2-week training academy to provide support and ensure you feel confident in the role, with continued development thereafter.

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 provide a professional, high-quality multi-channel customer contact experience to all internal and external customers and handle a full range of housing enquiries, aiming for first time resolution where possible.

Your responsibilities include handling inbound calls, emails and social media requests from existing customers and people seeking a home with us. You will help with a wide variety of tenancy enquiries such as raising repairs, dealing with complaints, helping customers manage payments, and assisting with applications for a new home.

• Experience of working in a multi-channel contact centre environment
• Ability to deliver excellent customer experience via phone, email and social media
• Strong empathy in dealing with customers and complaints
• Good attention to detail and active listening skills
• Resilient and able to manage competing priorities

We recruit for potential as well as experience and support career development through Onward Homes.

Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region. We are committed to building 500 new homes each year and strive to create a positive and progressive workplace that enables colleagues to achieve their full potential. We embrace diversity and aim to create an inclusive culture; we will make reasonable adjustments to accommodate candidates during the recruitment process.

For questions, contact the HR team at

Please note that we reserve the right to close the vacancy early prior to the closing date.