Customer Services Officer (Contact Centre-based)

About the role

As a Customer Services Officer, you will be the voice of Midland Heart for over 70,000 tenants across the Midlands. You will handle inbound calls, emails and social media enquiries regarding everything from urgent property repairs to housing compliance. With heightened regulatory focus on property standards and tenant welfare, your role is crucial. You will listen actively, treat tenants with empathy, and accurately capture their data so our teams can act quickly to resolve their concerns.

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 the option to purchase 5 extra days per year.
• Access to our rewards portal with exclusive offers and discounts on big name retail stores.
• Matched contributions Pension Scheme of up to 8%.
• Life Assurance of 4x salary and access to healthcare benefits such as Medicash.
• Excellent training and development opportunities, from training courses to professional qualifications.
• Named in the Sunday Times Best Places to Work list within the Big Organisations category.

Our ideal candidate

This role would suit someone who is empathetic and thrives in a fast paced, problem solving environment. You understand that behind every call is a home and a family counting on your accuracy and support.

You'll have

• Previous experience delivering first class customer service, taking ownership of resolving customer queries and responding appropriately to feedback.
• Experience handling a high volume of customer calls in a calm, confident and efficient manner at all times.
• IT skills and experience using CRM or case management systems.
• Active listening skills with excellent attention to detail, ensuring accurate information is gathered and recorded for right first time resolution.

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

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.