Customer Service Advisor

The Vacancy

🌟 Join Liberty as a Customer Service Advisor! 🌟

📍 West Midlands

🏢 Customer Service – Social Housing / Responsive Maintenance

We’re delighted to offer a great opportunity for a Customer Service Advisor to join the team at Liberty. You’ll be the first point of contact for our residents, ensuring they receive exceptional service and a seamless experience throughout their repairs journey.

🔑 What You’ll Be Doing

In this role, you’ll support the smooth running of our responsive maintenance service by managing customer queries and keeping our operational teams on track. Your day-to-day responsibilities will include:

• 📞 Handling incoming calls, queries, and repair requests with professionalism and empathy
• 🛠️ Raising repair jobs on the client system and ensuring all details are logged accurately
• 📅 Managing diaries to ensure operatives are scheduled efficiently
• 📦 Ordering parts and materials, and updating job costs where required
• 🤝 Building positive and trusting relationships with residents and internal teams
• 📊 Identifying recurring issues to support continuous service improvements
• 📝 Assisting with complaint handling and providing clear, timely updates
• 🔗 Working closely with planners, operatives, and administrators to keep operations running smoothly

👤 Who We’re Looking For

You’ll thrive in this role if you enjoy helping people and keeping things organised in a fast-paced environment. We’re looking for someone who brings:

Essential

• Strong customer service experience
• Excellent communication and listening skills
• Confidence handling a high volume of calls
• Good IT skills, including Microsoft Word and Excel
• Strong organisation and problem-solving abilities

Nice to Have

• Experience as a planner or scheduler
• Knowledge of diary management systems
• Familiarity with ordering parts/materials in an operational environment

🎯 Ideal Background

We’d love to hear from you if you’ve previously worked in:
• Social housing
• Maintenance or repairs services
• A busy contact centre
• Any role involving scheduling or coordination

💼 Ready to Make a Difference?

Join Liberty and play a key role in delivering great experiences for residents across the West Midlands. If you’re passionate about helping people and keeping operations running smoothly, we’d love to hear from you.

Apply now and be part of a team that puts people first!

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for WPS

WPS combines deep sector expertise, local knowledge and a purpose-driven approach to act as a strategic partner for maintenance, compliance and energy transition solutions helping people thrive in properties.

As part of the Wates Group, we benefit from a heritage built on more than 129 years of expertise in the built environment. We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.