Customer Services Partner

Location: Castle Donington, DE74 2SA

Salary: £17,638 (part time 24 Hours)

Lead with empathy, deliver great service

Are you brilliant with people, calm under pressure and ready to make every customer conversation count? We’re looking for a part-time Customer Service Partner to join our team in a fast paced, high volume role where every conversation is different, but the focus is always the same: helping customers feel heard, supported and confident about what happens next.

As part of the team customers turn to first, you’ll respond to inbound calls and digital enquiries, resolving straightforward queries wherever possible and making sure each interaction feels clear, helpful and human. If you enjoy solving problems, keeping things moving and delivering great service with warmth and confidence, this could be a brilliant next step for you.

You’ll bring a customer focused background, along with clear communication skills and the ability to explain information in a way that is easy to understand. You’ll be calm, empathetic and professional in your approach, confident using systems to keep records accurate, and able to work at pace while maintaining quality and attention to detail.

You’ll also bring confidence and empathy when conversations are more challenging, a positive team focused attitude and a willingness to learn. Familiarity with how busy customer service teams measure and improve service would be a bonus, and knowledge of housing, regulated environments or public services would be helpful, but your customer focus, communication skills and attitude are what really matter.

If this sounds like the kind of role you’d enjoy, please don’t rule yourself out if you don’t meet every point. We’re looking for people who care about doing the right thing, are willing to learn and can bring a positive, thoughtful approach to the way they support others.

What you’ll be doing

You’ll play an important role in helping us deliver effortless customer experiences by:

Handle high volumes of inbound customer calls and digital enquiries with warmth, professionalism and care
Resolve straightforward customer queries at the first point of contact wherever possible, giving clear and accurate information
Listen carefully, understand what people need and make each interaction feel helpful, respectful and human
Record customer interactions accurately and in real time, keeping information clear and up to date
Escalate more complex enquiries with clear handovers, while sharing learning and supporting continuous improvement

Sounds like me, so what are you offering?

If you’re successful, you’ll be joining a supportive organisation with a great culture and a real commitment to doing things well. We offer competitive benefits, opportunities to grow and develop, and the chance to be part of a team that takes pride in making every interaction feel clear, reassuring and easy to navigate.

To help you feel confident and supported from the start, there will be an initial office based training period of around five to six weeks. This gives you time to get to know your team, understand our systems, ways of working, and build the knowledge you need before moving into the usual working pattern of 2 days a week at Futures House. The rest of the week you can choose from the main office, home or one of our state of the art touchdown points.

You’ll have a working week of 24 hours, Monday to Wednesday 08:30-15:00, Friday 08:30-15:00, paid monthly. You’ll also get 25 days holiday plus bank holidays and concessionary days at Christmas, along with mileage, private healthcare options, discount schemes and a strong focus on health and wellbeing.

We’ve been awarded the coveted Investor in People Platinum award, the highest level of IiP accreditation, recognising organisations that are passionate about helping colleagues feel supported, valued and able to do their best.

To start your Futures journey, take a look at the role profile. Please note, we may contact candidates or close the vacancy prior to the closing date if application numbers are high.

Who we are

Futures is a great place to work with a fantastic, positive and 'can do' culture supporting our people to deliver fantastic results. Every one of our team members is helping us achieve our vision of 'Great places, great services and great tomorrows' for people and communities across the East Midlands. We don't just provide homes - we support our customers, helping them to thrive and to achieve this we all need to thrive in our jobs too. So, we invest in our people to give them the skills, the tools and the flexibility to do a great job.

Flexible

Accountable

Customer Centric

Trusting

Supportive

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Personal data collected:	When we collect it:
Name, address, email address, phone number(s), information regarding your employment history (e.g. your CV and current employer), details of any unspent convictions, employer references. Your account login details (e.g. username and password) will be stored by Networx who manage our careers website.	When you apply for a job with us.
Name, title, address, phone/mobile number, personal email address, NI number, gender, marital status, date of birth, ethnicity, nationality, bank details, details of any past or current medical conditions, proof of your eligibility to work in the UK (such as passport, work permit, birth certificate). Your personal details are held by Cascade, our Cloud service provider, who manage and maintain this system.	When you start working for us we need to add you to our HR system and put you on the payroll.
Name, title, address, postcode, date of birth, telephone number, email address, partner’s name, partner’s date of birth, child(ren) name(s), child(ren) date of birth(s).	When you work for us and register with our medical provider.
Name, payroll number (if applicable), email address.	When you work for us and you complete training or development activities.
Name, address, next of kin. The nature of your declaration may also inadvertently reveal further personal information about you such as your sexual orientation, political opinion, religion, etc.	When you work for us we need to know about any relevant relationships (for example with our tenants, staff members, suppliers) and any paid or unpaid employment outside of FHG. This is to protect you as well as the company.
Personal email address, personal mobile number.	When you work for us and you need to access our self-service portal to reset your password.

Purposes of data use:	Specifically:	Our lawful basis for doing so:
Recruitment and employment.	To support our recruitment processes we will need certain information about you and your employment history and experience, and may need to communicate with you about this.	Perform a contract.
	To inform you about any relevant FHG vacancies.	Consent.
	To process employment contracts of successful candidates. If you secure employment with us we will need additional information to that supplied at the recruitment stage.	Perform a contract.
	To process training and development records.	Perform a contract.
	To protect you and the company we need to know about any relevant relationships (for example with our tenants, staff members, suppliers) and any paid or unpaid employment outside of FHG.	Legitimate interests.
	To enable you to register and/or access self-service resources we will need certain identifiable information about you.	Legitimate interests.

Customer Services Partner

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