Customer Services Officer (Contact Centre-based)

Are you passionate about delivering brilliant customer service? Do you enjoy a fast-paced environment where your problem solving skills can help tenants feel safe, secure and happy in their homes? If yes, we want to hear from you!

We're hiring Customer Services Officers to join our Customer Contact Centre in Birmingham City Centre - right by The Cube and about 15 minutes from New Street, Moor Street and Snowhill stations.

This office based role is 35 hours per week between the hours of 8 a.m. and 6 p.m., Monday - Friday. The Contact Centre operates three shifts (8-4, 9-5 and 10-6 p.m.) and we are looking for candidates who can commit to different shift patterns.

About the role

As a Customer Services Officer, you will provide a vital first line response service across inbound calls, emails and social media for our 70,000+ tenants. You will take ownership of issues from the very first point of contact, handling complex repair requests and addressing general tenancy queries. You will ensure that tenant concerns-such as maintenance issues or anti social behaviour-are logged accurately and resolved swiftly, helping us prevent formal complaints and maintain high safety standards.

At times, contacts may be emotive and challenging. We are looking for resilient individuals who can remain calm under pressure and deliver empathetic support.

What's on offer

• Monday to Friday shift pattern - days only, no evenings, nights or weekends!
• Annual leave starting at 27 days increasing to 30 days on service (plus Bank Holidays plus the option to purchase 5 extra days per year).
• Access to our Rewards portal, providing a range of exclusive offers and discounts at well known retail stores and brands.
• Matched contributions Pension Scheme of up to 8%.
• Life Assurance of 4 salary and access to healthcare benefits such as Medicash.
• Excellent training and development opportunities, from training courses to professional qualifications.

Our ideal candidate

This role would suit someone who is passionate about helping others and thrives on problem solving. You will put yourself in our tenants' shoes and strive to put them first, second and third in your work.

You will have:

• Previous experience delivering a first class customer service, taking ownership of resolving customer queries and responding appropriately to their feedback.

• Experience handling a high volume of customer calls in a calm, confident and efficient manner at all times.
• Good IT skills and experience using CRM or case management systems.
• Active listening skills with excellent attention to detail, ensuring you gather and record accurate information to achieve right first time resolution.

Please note: Previous Call Centre experience is essential to be considered for this role.

We are proud to be a Disability Confident Employer.