Customer Services Officer (Contact Centre-based) in Birmingham

Are you passionate about delivering brilliant customer service? Do you enjoy working in a fast-paced environment where you can resolve new and exciting challenges each day? 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 Cube and approx. 15 minutes from New Street, Moor Street and Snowhill stations.

This role is working 35 hours per week – Monday to Friday, between the hours of 8am and 6.00pm. 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.

Please note: We offer a transparent tiered incentive scheme designed to reward consistent performance, quality and positive customer outcomes. This incentive recognises great service, reliability and professionalism.

As a Customer Services Officer, you’ll provide a first line response service, including inbound calls, emails and contact via Social Media, to our 70,000+ tenants across the Midlands. From Repairs to Housing and Tenancy queries, you’ll take ownership of resolving issues and ultimately make a real positive difference to tenants in need of our support! At times, the nature of the contact from our tenants will be emotive and challenging, so we’re looking for individuals who are resilient and able to bounce back.

What’s on Offer?

• Monday to Friday shift pattern – days only, no evenings, nights or weekends!
• Annual leave starting at 25 days (plus Bank Holidays plus the option to purchase 5 extra days per year), increasing to 30 days on service.
• 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.
• Access to healthcare benefits such as Medicash.
• Excellent training and development opportunities, from training courses to job shadowing and 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.

Our Ideal Candidate

This role would suit someone who’s passionate about helping others and thrives on problem‑solving. You’ll be able to put yourself in our tenants’ shoes and will strive to put them first, second and third in your work. We’ll help you to develop and refine a range of transferable skills, and support on‑going learning with regular training and development opportunities.

You’ll have previous experience of delivering a first‑class customer service, taking ownership of resolving customer queries and responding appropriately to their feedback. You’ll also have experience of handling a high volume of customer calls in a calm, confident and efficient manner at all times. Strong IT and active listening skills are a must, as is the ability to juggle these to ensure that you’re gathering and recording all relevant information from our customers, to ensure a right first‑time resolution to their query.

Please note: Previous Call Centre experience is a mandatory requirement to be considered for this role.

The Application Process

Please upload a copy of your CV and ensure any relevant experience you have in line with the above is clearly highlighted. The advert is provisionally due to close on Wednesday 25th February. Applicants will be sent a pre‑assessment task to complete on Friday 27th February with a deadline of Monday 2nd March – this will involve recording a short video in response to a question which is asked. Applicants who then pass this stage of the assessment will be invited into a face‑to‑face Group Assessment, due to take place on Friday 13th March.

Who are Midland Heart?

We’re one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. As one of the top 50 large companies to work for in the UK, we welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. We are 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.