At a Glance
- Tasks: Be the first point of contact for tenants, handling calls and managing enquiries.
- Company: Join Mears Group, a leading provider of housing and care services in the UK.
- Benefits: Enjoy 25 days leave, employee assistance, and discounts on groceries and holidays.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Make a real difference in diverse communities while developing your customer service skills.
- Qualifications: Strong communication skills and a passion for helping others are essential.
The predicted salary is between 27957 - 27957 £ per year.
Annual salary: up to £27,957.52 per annum.
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 with empathy.
- Work within a call centre environment.
- Communicate naturally with strong interpersonal skills.
- Stay calm under pressure and maintain 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.
- Access to an Employee Assistance Programme, including counselling sessions.
- Annual Mears Fun Day, organised as a massive thank you from the executive team.
- Volunteering Leave – paid time to volunteer in the community.
- Staff perks through Mears Rewards – discounts of up to 10% on weekly groceries, holidays, eye‑test vouchers, share‑save scheme and 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.
All candidates are subject to relevant background, identity and security checks before commencement of employment.
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 have achieved the Gold Award in the Defence Employer Recognition Scheme.
We also 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.
These questions are optional and will not impact your ability to apply.
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Customer Service Advisor in London employer: Mears
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears. 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 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 London
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:Your cover letter is your chance to shine! Tell us why you want to work at Mears 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!
How to prepare for a job interview at Mears
✨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.
