Customer Services Officer (Contact Centre-based) in Birmingham

Are you looking for your next customer service role where your work genuinely impacts lives? Do you want to help tenants navigate complex housing challenges and ensure they feel safe and supported? If yes, we want to hear from you!

We're hiring Customer Services Officers to join our Customer Contact Centre in Birmingham City Centre – we're right by The Mailbox and approx. 15 minutes from New Street, Moor Street and Snowhill stations. This role is office based, working 35 hours per week between the hours of 8am and 6.00pm Monday - Friday. Our Contact Centre operates three shifts, 08.00-16.00, 09.00-17.00 and 10.00-18.00 so we're looking for candidates who can work flexibly across varying shift patterns.

As a Customer Services Officer, you'll be the voice of Midland Heart for our 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 be dealing with tenants who may be stressed or in need of assistance in their home; your job is to listen actively, treat them with empathy, and accurately capture their data so our teams can act quickly to resolve their concern. By taking robust ownership of these queries, you ensure our homes remain safe, secure places to live, while preventing issues from escalating into complaints. It is a fast‑paced environment where the contact can be emotive, requiring high levels of personal resilience and care.

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 where you'll have access to a range of exclusive offers and discounts on big name retail stores and brands.
• 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!

We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).

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 of delivering a first‑class customer service, taking ownership of resolving customer queries and responding appropriately to their feedback.
• Experience of handling a high volume of customer calls in a calm, confident and efficient manner at all times.
• IT skills and experience of using CRM or case management systems.
• Active listening skills with excellent attention to detail, ensuring you gather and record accurate information to ensure a 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.