Senior Advisor

Senior Advisor - In Tenancy and Move Outs

Basingstoke

Full-Time, Permanent Position

Salary up to £31,000PA

About us:

Mears provides accommodation to essential British Government workers. We source properties from the private rental market, work with a variety of stakeholders to ensure accommodation meets requirements and we manage all issues, repairs and maintenance throughout the lifetime of an occupant’s stay. 

About the Role

As a Senior Advisor – In-Tenancy and Move Outs at Mears Group, you will play a pivotal role in maintaining the smooth operation of tenancy services, ensuring a consistently high standard of customer care and operational excellence. This is a key position within the team, acting as a senior point of escalation for both internal colleagues and external stakeholders, including tenants and clients.

You will be responsible for auditing caseloads, ensuring accuracy and compliance, and will take the lead in distributing workloads to maintain service efficiency across the team. When team members are absent, you'll provide critical regional coverage, stepping in to maintain continuity and uphold our service standards. Your ability to offer guidance, oversight, and reassurance will directly enhance tenant experiences and landlord satisfaction.

With a strong background in customer service and property management, you'll contribute to performance monitoring and reporting, identifying opportunities to improve processes and outcomes. This role is ideal for someone who thrives in a fast-paced environment, is solution-focused, and passionate about delivering excellent housing services.

Key Responsibilities:

• First Point of Escalation: Serve as the first point of contact for complex or high-level issues escalated by team members, providing expert guidance and resolution strategies.
• Team Support & Mentorship: Act as a sounding board for team members, offering reassurance, professional insight, and support in handling difficult situations.
• Client Engagement: Ensure occupants and landlords feel acknowledged, respected, and supported by a senior representative; build trust through professional communication and follow-up.
• Regional/Admin Coverage: Step in to cover for regional teams or administrative functions during staff absences to maintain continuity of service.
• Daily Audits: Perform routine audits on tenant files, maintenance requests, communications, and compliance documentation to ensure quality and consistency.
• Reporting & Analysis: Generate and analyse daily, weekly, and monthly reports for the Team Leaders, offering insights on team performance, service quality, and operational trends.
• Process Improvement: Identify areas for improvement across customer service workflows and property operations, making recommendations for greater efficiency and effectiveness.
• Compliance & Best Practice: Monitor adherence to legal, safety, and company policies; ensure team members follow established procedures and protocols.
• Stakeholder Communication: Liaise with contractors, landlords, residents, and service providers to support smooth property operations and high levels of satisfaction.

Role Criteria:

• Administrative experience/ office experience
• Excellent verbal and written communication skills
• Customer Focussed and committed to delivering excellent customer service
• Proficient in all Microsoft Packages
• Resilience in difficult situations, great attention to detail

All our roles require candidates to have the entitlement to work within the UK; Mears does not currently offer visa sponsorship.

Benefits we can offer you:

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies

Candidates should be aware that all our roles are subject to relevant DBS/Security checks before employment. You will need to provide ID, references, proof of address, and evidence of UK residency for the past 5 years.

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.