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- Tasks: Join our team as a Customer Service Specialist, helping tenants with their housing enquiries.
- Company: Onward Homes is a leading social housing provider in the North West, committed to making a difference.
- Benefits: Enjoy 40 days of paid holiday, flexible working, and a health cash plan for you and your family.
- Why this job: Be part of a supportive culture that values diversity and offers career development opportunities.
- Qualifications: Experience in customer service is preferred, but we value potential and attitude just as much.
- Other info: Full training provided, with a two-week induction and ongoing support to kickstart your career.
The predicted salary is between 22300 - 29000 £ per year.
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.
About The Role
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.
Qualifications and Requirements
- 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.
Benefits
- 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.
Working Hours & Location
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.
Contact & Application
For questions or further information, please contact the HR team at HumanResourcesTeam@onward.co.uk. The vacancy is open and can be applied for at onward.co.uk.
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Customer Service Specialist employer: Onward Homes
Contact Detail:
Onward Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Familiarise yourself with Onward Homes and their mission. Understanding their commitment to providing social housing and making a difference in the community will help you align your answers during the interview with their values.
✨Tip Number 2
Prepare to discuss your experience in multi-channel customer service. Be ready to share specific examples of how you've handled customer inquiries across different platforms, as this is crucial for the role.
✨Tip Number 3
Showcase your empathy and problem-solving skills. Think of scenarios where you successfully resolved customer complaints or issues, as these qualities are highly valued in a Customer Service Specialist.
✨Tip Number 4
Research common housing-related queries and challenges that tenants face. Being knowledgeable about these topics can give you an edge in demonstrating your readiness to assist customers effectively.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in a multi-channel contact centre environment. Use specific examples that demonstrate your ability to handle customer enquiries and complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Onward Homes' mission. Mention how your skills align with their values and the specific requirements of the Customer Service Specialist role.
Highlight Key Skills: In your application, emphasise skills such as empathy, attention to detail, and resilience. Provide examples of how you've successfully managed competing priorities in previous roles to show you can thrive in a busy environment.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in customer service roles.
How to prepare for a job interview at Onward Homes
✨Research Onward Homes
Before your interview, take some time to learn about Onward Homes and its mission. Understanding their commitment to social housing and community impact will help you align your answers with their values.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that demonstrate your ability to handle customer inquiries and complaints effectively. Highlight your empathy and problem-solving skills, as these are crucial for a Customer Service Specialist.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will not only show your attentiveness but also allow you to provide more relevant and thoughtful responses.
✨Ask Insightful Questions
At the end of the interview, be ready to ask questions about the role, team dynamics, or training opportunities. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
