Customer Service Advisor

Annual salary: up to £28,186.33

REQ0039791

Contract Type

Permanent

Business Area

Call centre

Location

Leeds - York Road

Annual salary: up to £28,186.33

Customer Service Advisor

Location: Leeds

Salary: £28,186.33 Per Annum.

42.5 Hours Per Week (8-5 Monday-Friday)

Contract: Permanent

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.

About the Role:

As a Customer Service Advisor, you will be the first point of contact for tenants, handling 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 involves a variety of administrative tasks, including 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.

Role Criteria:

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

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)

Benefits we can offer you

25 days annual leave plus bank holidays

Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave

Employee Assistance Programme - free confidential support and counselling available

Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping

Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!

Volunteering leave – up to two days per year to support community initiatives

Cycle to Work Scheme

Share save scheme

Recognition and long service awards

Buy up to 5 days holiday each year depending on length of service

Learning and development opportunities

Career progression opportunities across Mears Group

Occupational health support

Green car scheme with Tusker after successful probation period

Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development. From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.

Company Sick Pay

Life Assurance (1x annual salary)

* Company pension scheme with Peoples Pension, 5% employee and 3% employer pension contribution

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

Apply or to discuss your application further; contact

Francesca Swan ([email protected])

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 ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising 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 to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.