Midland Heart
Customer Services Officer (Contact Centre-based)
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About the Role
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.
Please note - we are able to offer both full-time and part-time positions.
The full-time 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.
For people who are interested in working part-time, we are happy to offer a degree of flexibility and discuss hours at assessment stage.
Responsibilities
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.
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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!
About Us
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 ongoing 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 the ability to handle 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.
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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.
How to Apply
Interested? Applying is easy – simply 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 28th August, 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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