Customer Service Advisor

Newcastle upon Tyne City Centre (enjoy the best view of St James’ Park!)

Permanent, full time (37.5 hours per week), Monday to Friday shifts between 8: 00 am and 6: 00 pm

Hybrid Working, two days in the office, the rest from home (your first four weeks will be office-based, Monday to Friday, 9: 00 to 17: 00)

Salary: £24, 638 per annum pro rata, plus fantastic benefits including the Health Cash Plan

Start Date 6th October

Home, a place where you belong

If you’re searching for a role where you can genuinely make a difference and feel valued every day, you’re in the right place. Home Group is a social enterprise supporting vulnerable individuals, including people with mental and physical health needs. We believe in creating a positive impact, and we’re looking for committed individuals who thrive on helping others.

At Home Group, you’ll find more than just a workplace, you’ll discover a sense of belonging.

What you’ll do

• You will be the first point of contact for our customers, mainly over the phone but also via live chat and email. With a warm, professional approach, you’ll listen carefully, communicate clearly, and tailor your support to each situation.
• You’ll answer queries, resolve issues, and offer expert advice on housing, ensuring every customer feels respected and cared for.
• You’ll also promote our self-service channels, always providing a helpful option for those who prefer a digital experience.
• When dealing with feedback and complaints, you’ll remain empathetic and decisive, taking full ownership to resolve matters within our policies. Challenging calls are met with professionalism and resilience, and you’ll always have the backing of your supportive team.
• Our advanced IT systems make it easy for you to manage queries, book appointments, and arrange repairs efficiently.

We’re sorry, but we can’t offer sponsorship for this role due to certificate limits. We do review this regularly.

Why choose us

• Work in the most technologically advanced office building in the region – This is a building like no other in Newcastle.
• We provide comprehensive training and ongoing support to help you succeed. You’ll be encouraged to grow your skills and confidence, with regular learning opportunities.
• End each day with the satisfaction of knowing your work matters. We’re recognised as a UK Top 10 Great Place to Work. You’ll find real opportunities for career progression as our “Grow Our Own” programme offers fantastic career progression, many of our leaders started their careers in this role.

We champion inclusion and wellbeing, making Home Group a workplace where everyone can thrive. Our diversity networks (Multicultural, LGBTQIA+, Women, Disability) and open culture ensure you feel comfortable and valued from day one.

What you bring

• Experience in a fast-paced, customer-focused environment
• Sound judgement and practical problem-solving skills.
• Ability to handle challenging calls and complaints calmly, deescalating challenging situations.
• Confidence with technology—laptops, smartphone apps, and systems.
• Excellent written and verbal communication tailoring your style to the needs of our diverse customers.
• Strong attention to detail, even under pressure.
• Quick, organised multitasking across channels and multiple systems.

Meet your team

You’ll work alongside David, our centre manager, and a dedicated, enthusiastic team of 150 customer service professionals. We take pride in our achievements and support each other—blending professionalism with genuine camaraderie.

What’s in it for you?

• 34 days leave (including bank holidays and a “me day” for you)
• Generous pension scheme with life insurance at three times your salary
• Health Cash Plan (worth over £1, 140 a year) covering dental, optical, prescriptions, therapies, and more—including cover for children
• Access to over 800 high street discounts—groceries, holidays, technology, bikes, cars, and more
• Outstanding career development opportunities with our “Grow Our Own” programme
• Find out more about our benefits on our website

Ready to join us?

Click APPLY NOW to view the full Customer Service Advisor job description and learn more about Home Group. For assistance with your application, don’t wait—roles may close early, so apply soon and start your journey towards making a difference.

Have questions? Reach out to our Service Centre management team at jade.hudson@homegroup.org.uk We’re happy to help, and you can even arrange a visit to our Head Office next to St James’ Park for a friendly chat and an excellent cappuccino in our café.

If you require reasonable adjustments during our recruitment process, please email recruitment@homegroup.org.uk to let us know how we can support you.