Customer Services Officer

Are you a night owl with a passion for brilliant customer service? Do you want to be there for our tenants when they need us most? If yes, we want to hear from you!

Having recently won awards for our customer centric culture, we're expanding our Customer Contact Centre to provide an integrated 24/7 contact service to our tenants, and want new Customer Services Officers to join our team in Birmingham.

We have both full-time and part-time roles available. Shifts will be worked on a rota basis between 5.30pm and 8.30am and will include weekends and bank holidays, so we're looking for candidates who are available to work evenings and overnight.

About the Role:

As a Customer Services Officer, you'll provide a vital first-line response service for our 70,000+ tenants outside of normal office hours, across inbound calls and digital channels. From urgent repairs to general tenancy queries, you will take ownership of issues from the very first point of contact.

Out-of-hours contact is often about something that can't wait until morning, so accurate record-keeping and active listening are more important than ever. You will ensure that tenant concerns, such as urgent maintenance issues or anti-social behaviour, are logged accurately and passed to the right teams quickly, helping to keep our tenants and their homes safe.

At times, the nature of the contact will be emotive and challenging, so we're looking for resilient individuals who can remain calm under pressure and deliver empathetic support – backed by a supportive Team Leader and full training before you take your first call.

What's on offer?

• Salary: £27,953 per annum (FTE).
• Full-time and part-time hours available.
• On-site parking at our Birmingham City Centre contact centre.
• Annual leave starting at 35 days (FTE).
• 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 and access to healthcare benefits such as Medicash.
• Full induction and training before you start taking calls, plus excellent development opportunities.

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).

Our Ideal Candidate:

• 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 have experience of actively handling 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 accurate information to ensure a right-first-time resolution.
• You'll be reliable and self-motivated, and available to work evenings, nights, weekends and bank holidays as part of a rota.

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 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'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.