{"id":3475681,"url":"https://alion.io/job/onward-customer-service-specialist","title":"Customer Service Specialist","company":{"id":2539654,"name":"Onward","domain":"onward.co.uk","url":"https://alion.io/company/onward-co-uk","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eploy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Accrington, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":27450,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":36724},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T11:37:48Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T16:29:22Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About The Role\nWhat you can expect from us\nWe offer a competitive salary of £27,450 per annum\n32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.\nOpportunity to further increase annual leave with service or through the holiday purchase scheme.\nImmediate entry to our Pension scheme (matched contributions up to 10%).\nA great flexible working environment, with a range of family friendly policies.\nSimply Health cash plan with financial benefits and the option to extend to your family.Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.\n\nPaid leave for absence including sickness, maternity, paternity, and adoption leave.\nAccess of up to £150 annually through the ‘Learning for life’ scheme.\nAccess to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.\nDevelop your career with support and access to training and qualifications.\nWorking Hours and Location\nThis 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 to 4pm, 9am to 5pm, 10am to 6pm.\nYou’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 and then continued development to start your career with Onward.\nAbout the role\nWe are looking for Customer Service Specialists to join our busy Customer Services Team providing a range of support to our housing tenants and customers.\nYou’ll be providing a professional high quality multi-channel customer contact experience to all internal/external customers. You will handle a full range of housing enquiries and where possible offer first time resolution.\nOur Customer Service Specialists handle inbound telephone calls, e-mails, and social media requests from existing customers and also 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 repairs appointments, dealing with complaints, helping customers with managing their payments, or helping customers to apply for a new home.\nWhat are we looking for?\nExperience of working in a multi-channel contact centre environment.\nDeliver an excellent customer experience via phone, email, social media communication.\nStrong empathy in dealing with customer and complaints.\nGood attention to detail and active listening skills.\nResilient and able to handle competing priorities.\nWe not only recruit on experience but look for candidate who has the right potential skills and attitude to thrive as Onward Homes and develop a long-term career through development.\nFor a closer look at what its like to work in Onwards Customer Services centre please see the following videos\nTrailer Video on Vimeo\nConvo 1 - Full Edit 1 on Vimeo\nPlease note we are aiming to hold interviews on WC 9th November 2026\nAbout Us\nAbout Onward\nOnward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region.\nWe 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.\nIn 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.\nWe 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.\nAt Onward Homes, your application will be reviewed by a human who carefully considers your CV, skills, knowledge and experience as part of our recruitment process. We do not use AI to make hiring decisions.\nIf 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  and a member of the HR Team will be in touch.\nPlease note that we reserve the right to close the vacancy early prior to the closing date.\n#LI-AM1\n#INDLP\nSkills\nTrades - Repairs, Customer Services - complaint, Customer Services - telephone, Customer Services - customer, Customer Services - Listening , Customer Services - empathy, Customer Services - resilience, Customer Services - priorities, Communications - Media, Onward genral skills - Housing , Finance - financial","description_format":"text","description_chars":4942,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Development","Property Management"],"lifecycle":[{"event":"open","at":"2026-10-29T18:44:29Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":14,"reasons":["conf:2","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":36724,"is_top_pay":false},"html_url":"https://alion.io/job/onward-customer-service-specialist","json_url":"https://alion.io/job/onward-customer-service-specialist.json","meta":{"generated_at":"2026-11-02T18:05:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25213,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2539654},"rest":"https://alion.io/mcp/rest/get_company?id=2539654"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fonward-customer-service-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fonward-customer-service-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fonward-customer-service-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/onward-customer-service-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fonward-customer-service-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3475681}},{"tool":"search_jobs","arguments":{"company":"onward.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3475681},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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