Customer Services Officer


Birmingham, Bath Row, B15 1LZ


£23,713 per annum


35 hours per week

Contract Type:

Permanent, Full Time

Closing date:


This vacancy has now expired, and is not accepting any new applications.

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The Role

Our Customer Services Officers are passionate about supporting and delivering positive outcomes for our 70,000 customers across the Midlands. They come to work every day knowing that they’ll face new situations, take ownership for resolving challenging issues and ultimately make a real positive difference to customers in need of our support.

Joining us as a Customer Service Officer, we’ll train and empower you to:

  • Answer a high volume of inbound, first point of contact calls.
  • Take ownership for providing customers with first-time resolutions by asking the right questions and taking the appropriate actions to resolve often challenging and emotionally charged situation.
  • Communicate and collaborate with colleagues across our organisation to ensure a seamless and efficient service. 
  • Support in responding to customer contact via email and social media.
  • Identify and implement ways of maintaining a brilliant customer service that always meets or exceeds our customers’ expectations.

Our Ideal Candidate? 

  • You'll have previous experience of delivering a first-class customer service; having taken 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.

This role is office-based, working 35 hours per week - Monday to Friday, between the hours of 8am and 6.15pm. Our Contact Centre operates three shifts so we're looking for candidates who are able to work flexibly.

What’s on offer? For your ability to deliver a first-class service to our valued customers, we’ll reward you with:

  • A highly competitive salary
  • Generous annual leave entitlement starting at 25 days (plus Bank Holidays), increasing to 30 days 
  • Matched contributions Pension
  • Access to our Rewards portal where you’ll have access to a range of exclusive offers and discounts.

Who are Midland Heart? We’re 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? Click “Candidate Information” below to see a full Role Profile. 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 scheduled for Wednesday 14th September at 1pm, during which 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.