Customer Service Specialist

Join to apply for the Customer Service Specialist role at Onward Homes. Benefits We offer a competitive salary of £26,350 per annum 32 days annual leave plus bank holidays – a total of 40 days paid holiday per annum, equivalent to 8 weeks Opportunity to further increase annual leave with service or through the holiday purchase scheme Immediate entry to our Pension scheme (matched contributions up to 10%) A great flexible working environment, with a range of family‑friendly policies Simply Health cash plan with financial benefits and the option to extend to your family, covering dental, optical, physiotherapy, 24‑HR private GP access, and more Paid leave for absence including sickness, maternity, paternity, and adoption leave Access of up to £150 annually through the ‘Learning for Life’ scheme Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle‑to‑work scheme Develop your career with support and access to training and qualifications Working Hours and Location This role will be based on site at our Accrington office. Our hours of operation are Monday to Friday 8am – 6pm. Full‑time colleagues work 35 hours per week across the opening hours on a shift rotation basis of 8am‑4pm, 9am‑5pm, or 10am‑6pm. You’ll have a 2‑week induction and then a 2‑week training academy to provide all the support you need and ensure you feel confident in the role. Continued development will then start your career with Onward. About The Role We are looking for Customer Service Specialists to join our busy Customer Services Team providing a range of support to our housing tenants and customers. You’ll be providing a professional high‑quality, multi‑channel customer contact experience to all internal and external customers. You will handle a full range of housing enquiries and, where possible, offer first‑time resolution. Our Customer Service Specialists handle inbound telephone calls, e‑mails, and social media requests from existing customers, as well as people who are looking for a home with us. Your role will be to help people with a wide variety of enquiries associated with their tenancy – from raising repair appointments, dealing with complaints, helping customers with managing their payments, or helping customers to apply for a new home. Qualifications Experience of working in a multi‑channel contact centre environment Deliver an excellent customer experience via phone, email, and social media communication Strong empathy when dealing with customers and complaints Good attention to detail and active listening skills Resilient and able to handle competing priorities We not only recruit on experience but also look for candidates who have the right potential skills and attitude to thrive as an Onward Homes employee, and develop a long‑term career through development. About Onward Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region. We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads – we’re here to make a real difference. In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential. We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below. If candidates have any questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on HumanResourcesTeam@onward.co.uk and a member of the HR Team will be in touch. Please note that we reserve the right to close the vacancy early prior to the closing date. Seniority level Entry level Employment type Full‑time Job function Other Industries Non‑profit organizations #J-18808-Ljbffr