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- Tasks: Provide first-line customer support via calls, emails, and social media for over 70,000 tenants.
- Company: Midland Heart is a leading housing organisation dedicated to providing affordable homes.
- Benefits: Enjoy 25 days annual leave, flexible shifts, and access to exclusive discounts and healthcare benefits.
- Why this job: Make a real difference in people's lives while developing valuable skills in a supportive environment.
- Qualifications: Previous customer service experience and strong IT skills are essential; resilience is key!
- Other info: Join a top-rated employer with excellent training opportunities and a commitment to diversity.
The predicted salary is between 26000 - 35000 £ per year.
Join to apply for the Customer Services Officer role at Midland Heart
Join to apply for the Customer Services Officer role at Midland Heart
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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.
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.
Please note, we have a planned intake date once per month. If you are successful and cannot make the date above, your offer will be held, and we will start you on the next available date.
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 – for more information please click here.
- 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 (The Times).
Our Ideal Candidate:
This role would suit someone who\’s passionate about helping others and thrives on problem-solving. You\’ll get to know our tenants and really help those in need of somewhere safe to live. 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 ensure to upload a Cover Letter alongside your CV when you apply. Applications without a cover letter will not be considered.
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.
Interested? Applying is easy – simple register on our candidate portal and complete our short application form.
Successful candidates will be invited to participate in a group assessment event on Friday 6th June 2025, where you\’ll take part in several group and individual exercises – all of which will give you the best opportunity to demonstrate the skills and behaviours needed for a successful career with Midland Heart.
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.
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Customer Services Officer employer: Midland Heart
Contact Detail:
Midland Heart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Officer
✨Tip Number 1
Familiarise yourself with Midland Heart's mission and values. Understanding their commitment to providing affordable housing and excellent customer service will help you align your responses during the interview, showcasing your passion for helping others.
✨Tip Number 2
Prepare for the group assessment event by practising your teamwork and communication skills. Since you'll be participating in group exercises, demonstrating your ability to collaborate effectively with others will be key to standing out.
✨Tip Number 3
Brush up on your problem-solving techniques. As a Customer Services Officer, you'll face various challenges daily, so being able to think on your feet and provide solutions quickly will impress the hiring team.
✨Tip Number 4
Showcase your resilience during the interview process. Given the emotive nature of tenant interactions, sharing examples of how you've handled difficult situations in the past will demonstrate your ability to remain calm and effective under pressure.
We think you need these skills to ace Customer Services Officer
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to customise your cover letter for the Customer Services Officer role. Highlight your passion for customer service and any relevant experience you have in handling customer queries, especially in a fast-paced environment.
Showcase Relevant Experience: In your CV, emphasise your previous roles that involved delivering first-class customer service. Include specific examples of how you've resolved customer issues and handled high volumes of calls effectively.
Demonstrate Resilience: Given the nature of the role, it's important to convey your ability to handle challenging situations. Use your application to provide examples of how you've remained calm and efficient under pressure.
Follow Application Instructions: Ensure you upload both your CV and cover letter as specified in the job description. Applications without a cover letter will not be considered, so double-check that you've included all required documents before submitting.
How to prepare for a job interview at Midland Heart
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping others during the interview. Share specific examples of how you've gone above and beyond to provide excellent customer service in previous roles.
✨Demonstrate Resilience
Given that the role involves handling emotive and challenging situations, be prepared to discuss how you've managed difficult customer interactions in the past. Highlight your ability to stay calm and find solutions under pressure.
✨Highlight Your IT Skills
Since strong IT skills are essential for this position, be ready to talk about your experience with customer service software or any relevant technology. Mention how you’ve used these tools to improve efficiency or enhance customer satisfaction.
✨Prepare for Group Assessment Exercises
As part of the selection process, you'll participate in group assessments. Practice working collaboratively with others and be ready to showcase your communication and problem-solving skills in a team setting.
