At a Glance
- Tasks: Provide top-notch customer service and support for housing repairs in Crawley.
- Company: Join Mears, the UK's largest provider of repairs and maintenance services.
- Benefits: Enjoy 25 days annual leave, fun company events, and great staff perks.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Customer service experience and strong communication skills are essential.
Annual salary: up to £28,598.37
Location: Crawley
Contract: Full Time / Permanent / Office Based / Monday to Friday 08:00 - 17:00
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm's Length Management Organisations and Housing Associations.
About the Role:
As a Customer Service Advisor, you will be working alongside Crawley Council in our Social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.
As a Customer Service Advisor within our Crawley branch you will be working as part of a local team supporting high standard Customer Service activities to Housing properties, delivering best in class customer service and satisfying all safety, quality and cost control standards.
- Ensure all repair and/or non-repair queries are handled in a professional & timely manner and associated appointments made in line with contractual commitments.
- Ensure correct diagnosis of repair made via the branch operating system.
- Ensure the customer experience is central to all activities by adopting a professional manner when communicating with service users, clients, and both internal/external stakeholders. This includes but is not limited to appearance, company ID, maintaining a high standard of Health & Safety requirements.
- It may also be necessary where requested to obtain customer feedback on completion of works.
- Record and respond to all client, service user and company communication in accordance with agreed standard operating procedures, including but not limited to, communication with service users regarding ongoing work/s and liaison with colleagues to ensure accurate & timely information provided.
- Support the maintenance of strong links with client, service users, sub contractors and other relevant parties.
- Keep all supplied company assets in a good condition in line with the company policies and report to your Manager where damages occur.
- Provide additional support to Administration or Customer & Community Team where required.
- Attend informal and formal meetings and training sessions as required.
Role Criteria:
- Customer service focused.
- IT literate especially Microsoft.
- Ability to deal with challenges and complaints.
- Reliable and hardworking.
- Excellent verbal and written communication skills.
- Good Telephone manner.
- Reside in the Crawley Borough or close surrounding areas.
Benefits we can offer you:
- 25 days annual leave plus bank holidays.
- 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 - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
- Family friendly policies.
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.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears Group PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mears Group PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Crawley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mears Group PLC:Your cover letter is your chance to shine! Tell us why you want to work at Mears Group PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mears Group PLC!
How to prepare for a job interview at Mears Group PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
