Customer Service Advisor

Customer Service Advisor
Location: Tonbridge
Salary: £30,458.75per annum
Hours: 42.5 hours per week (Monday–Friday, 8am–5pm)
Contract: Permanent

Mears Group is one of the UK’s leading providers of housing and care services. We deliver essential maintenance, regeneration, and customer support services to homes and communities across the country. Working in partnership with local authorities, housing providers, and residents, we are committed to creating safe, well‑maintained environments and delivering excellent customer experiences.

About the Role:

As a Customer Service Advisor, you will be the first point of contact for tenants, handling incoming calls related to repairs, appointments, complaints, and general enquiries. You will manage both telephone and email communications, raise and update jobs, and liaise with clients, suppliers, and subcontractors to ensure issues are resolved efficiently and professionally.

A key part of the role involves handling customer complaints with empathy and care, ensuring concerns are acknowledged, investigated, and resolved in line with service standards. You will also carry out a range of administrative tasks, including ordering materials, updating systems, supporting scheduling activities, and completing follow‑ups. Strong organisational skills, attention to detail, and the ability to remain calm and professional in a fast‑paced environment are essential.

Duties/Role Criteria:

• Resolve customer queries, diagnose issues, and process service requests accurately and efficiently
• Handle customer complaints professionally and empathetically, ensuring timely resolution and appropriate escalation where required
• Use bespoke systems to log, manage, and update customer interactions and complaint records
• Provide administrative support across Customer Service and Communications functions
• Meet service level agreements, complaint response times, and performance targets
• Build and maintain positive working relationships with colleagues, clients, and contractors
• Take ownership of customer issues through to resolution, managing expectations throughout
• Create customer satisfaction by delivering a high‑quality, responsive service
• Communicate confidently with strong interpersonal and listening skills
• Remain calm under pressure with excellent attention to detail
• Be adaptable, empathetic, and customer‑focused in approach
• Confidently use multiple systems while managing a varied workload
• Demonstrate a passion for making a positive difference within diverse communities
• Show strong written and verbal communication skills
• Have basic knowledge of housing maintenance and call centre environments (desirable but not essential)
• Hold an NVQ or GCSE (pass) in Maths and English

Benefits we can offer you:

• 25 days annual leave plus bank holidays
• Access to an Employee Assistance Programme, including counselling support
• Annual Mears Fun Day – a company‑wide event to thank employees for their hard work
• Volunteering Leave – paid time to support community initiatives in line with our social value commitment
• Staff perks through Mears Rewards, including discounts on groceries, holidays, eye tests, Share Save scheme, and more
• Family‑friendly policies

All roles require the right to work in the UK. Please note that Mears does not currently offer visa sponsorship.
Appointments are subject to relevant background, identity, and security checks prior to employment.

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.