Customer Service Advisor

Annual salary: up to £27,957.52 per annum.

Location: Tower Hamlets

Hours: 42.5 hours per week (8–5 Monday‑Friday)

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. Our teams work in partnership with local authorities, housing providers and residents to ensure safe, well‑maintained environments and exceptional 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 and general enquiries. You'll also manage email communications, raise jobs and coordinate with clients, suppliers and subcontractors to ensure work is scheduled and completed efficiently. This role involves a variety of administrative tasks, including ordering materials, updating records and supporting the wider team with scheduling and follow‑ups.

Strong organisational skills, attention to detail and the ability to communicate effectively in a fast‑paced environment are essential.

Role Criteria

• Resolve queries, diagnose situations and process requests with care and accuracy.
• Use our bespoke system to log and manage customer interactions.
• Provide admin support for Customer & Communications tasks.
• Meet service level agreements and performance targets.
• Build strong relationships across the business.
• Create satisfaction by exceeding expectations.
• Handle complaints professionally and with empathy.
• Work within a call centre environment.
• Communicate naturally with strong interpersonal skills.
• Stay calm under pressure and maintain a sharp eye for detail.
• Be adaptable, empathetic and customer‑focused.
• Confidently use new systems and multitask effectively.
• Show passion for making a difference in diverse communities.
• Demonstrate good written and verbal communication skills.
• Have basic knowledge of housing maintenance and call centre environments (desirable but not essential).
• Hold an NVQ or GCSE in Maths & English (pass).

Benefits We Can Offer You

• 25 days annual leave plus bank holidays.
• Access to an Employee Assistance Programme, including counselling sessions.
• Annual Mears Fun Day, organised as a massive thank you from the executive team.
• Volunteering Leave – paid time to volunteer in the community.
• Staff perks through Mears Rewards – discounts of up to 10% on weekly groceries, holidays, eye‑test vouchers, share‑save scheme and more.

Family friendly policies.

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

All candidates are subject to relevant background, identity and security checks before commencement of employment.

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 have achieved the Gold Award in the Defence Employer Recognition Scheme. We also 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. These questions are optional and will not impact your ability to apply.