At a Glance
- Tasks: Deliver exceptional customer service via calls, emails, and social media for over 70,000 tenants.
- Company: Join a supportive team in a vibrant Birmingham City Centre office.
- Benefits: Enjoy 27 days annual leave, pension contributions, and exclusive retail discounts.
- Other info: Monday to Friday shifts only, with excellent training and career development opportunities.
- Why this job: Make a real difference by helping tenants feel safe and secure in their homes.
- Qualifications: Experience in customer service and handling high call volumes is essential.
The predicted salary is between 25929 - 27537 £ per year.
Are you passionate about delivering brilliant customer service? Do you enjoy a fast-paced environment where your problem‑solving skills can help tenants feel safe, secure and happy in their homes? If yes, we want to hear from you!
We're hiring Customer Services Officers to join our Customer Contact Centre in Birmingham City Centre – right by The Cube and about 15 minutes from New Street, Moor Street and Snowhill stations. This office‑based role is 35 hours per week between the hours of 8 a.m. and 6 p.m., Monday – Friday. The Contact Centre operates three shifts (8–4, 9–5 and 10–6 p.m.) and we are looking for candidates who can commit to different shift patterns.
About the role
As a Customer Services Officer, you will provide a vital first‑line response service across inbound calls, emails and social media for our 70,000+ tenants. You will take ownership of issues from the very first point of contact, handling complex repair requests and addressing general tenancy queries. You will ensure that tenant concerns—such as maintenance issues or anti‑social behaviour—are logged accurately and resolved swiftly, helping us prevent formal complaints and maintain high safety standards. At times, contacts may be emotive and challenging. We are looking for resilient individuals who can remain calm under pressure and deliver empathetic support.
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, providing a range of exclusive offers and discounts at well‑known retail stores and brands.
- Matched contributions Pension Scheme of up to 8%.
- Life Assurance of 4× salary and access to healthcare benefits such as Medicash.
- Excellent training and development opportunities, from training courses to professional qualifications.
Our ideal candidate
This role would suit someone who is passionate about helping others and thrives on problem‑solving. You will put yourself in our tenants' shoes and strive to put them first, second and third in your work. You will have:
- Previous experience delivering a first‑class customer service, taking ownership of resolving customer queries and responding appropriately to their feedback.
- Experience handling a high volume of customer calls in a calm, confident and efficient manner at all times.
- Good IT skills and experience using CRM or case‑management systems.
- Active listening skills with excellent attention to detail, ensuring you gather and record accurate information to achieve right‑first‑time resolution.
Please note: Previous Call Centre experience is essential to be considered for this role. We are proud to be a Disability Confident Employer.
Customer Services Officer (Contact Centre-based) employer: Midland Heart Ltd
Join our dynamic team in Birmingham City Centre, where we prioritise delivering exceptional customer service to over 70,000 tenants. Enjoy a supportive work culture that values resilience and empathy, with generous benefits including 27 days of annual leave, a robust pension scheme, and extensive training opportunities to foster your professional growth. Experience a fulfilling career in a role that allows you to make a real difference in people's lives, all while working in a vibrant city location with easy access to transport links.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Officer (Contact Centre-based)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midland Heart Ltd. 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 Midland Heart Ltd 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 Services Officer (Contact Centre-based)
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 Midland Heart Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Midland Heart Ltd 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 Midland Heart Ltd!
How to prepare for a job interview at Midland Heart Ltd
✨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.
