Customer Services Officer


Birmingham, Bath Row, B15 1LZ


£26,143 per annum


35 hours per week

Contract Type:

Full Time, Permanent

Closing date:


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.

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).

In this role you’ll provide a first line response service, including inbound calls, emails and contact via Social Media, to our 70,000 strong 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.

This role is office-based, 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.

Provisional Start date – Monday 12th August

Please note, we have an available start date set up once per month - if you are not able to start on the above date, you will instead be started at a later date the month after.

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!

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 on-going 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.

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? 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 taking place on Friday 5th July 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.