Customer Service Specialist

Customer Service Specialist – Progress Housing Group

Located in Leyland. Salary: £29,361 – £30,396.

Hours:

36.25 per week.

Contract:

Permanent. Position:
Customer Service Specialist (internally known as Customer Contact Officer).

As a Customer Service Specialist, you’ll be the first point of contact for our tenants and customers – answering queries by phone, web chat, and in person at our Sumner House reception. This full‑time, permanent role (36.25 hours per week) requires you to provide friendly, professional support across a range of enquiries, ensuring every interaction is positive and efficient. You’ll start with a supportive, on‑site training period (typically six months), then move to a hybrid pattern with at least half your time in the office.

Shifts are Monday to Friday only, assigned on a rota basis, covering 8:00 – 16:00, 8:30 – 16:30, 9:00 – 17:00, or 10:00 – 18:00. Rotas are published 4 – 8 weeks in advance and you can swap shifts with colleagues where possible, giving you flexibility and control over your schedule.

We set realistic expectations: our call KPI is just 4 calls per hour, focusing on quality and customer care rather than high‑pressure targets. You’ll also have access to a comprehensive training platform, with opportunities to develop your skills and explore other areas of the business.

• IT literate, confident using digital systems
• Strong problem‑solving skills, initiative, and adaptability
• Excellent telephone manner
• Values that align with Progress Housing Group

• Previous customer service experience
• Experience in housing or a similar sector
• Experience dealing with people via writing, phone, and face‑to‑face

• Competitive salary: £29,361 – £30,396, above the typical regional range, with regular pay reviews and clear progression routes
• No weekends:
  All shifts are Monday to Friday
• Predictable rotas:
  Published 4 – 8 weeks in advance, with shift swaps possible
• Low‑pressure KPIs: 4 calls per hour, focused on quality
• Hybrid working:
  After training, at least 50% of your time in the office
• Career development:
  Framework for progression and access to a wide range of training courses
• Wellbeing and benefits:
  Generous annual leave (with buy/sell options), enhanced pension, employee assistance programme, and wellbeing support
• Supportive culture:
  Coaching, recognition, and a friendly, expert team
• Purpose and impact:
  Make a real difference to our tenants and communities

Upload your most up‑to‑date CV and let Progress Housing Group stand out in the UK customer service market. We discourage the use of AI tools when preparing applications; we prioritize personal effort and originality.

Closing date: 11:59pm on Sunday 18th January 2026
Interview dates: 27th & 29th January 2026

We welcome applications from everyone, especially from underrepresented groups. Inclusion matters here.

Entry level

Full‑time

Customer Service

Industries:
Non‑profit Organizations

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