Senior Advisor

Annual salary: up to £32,000.00

Senior Advisor

Location:  Basingstoke – office based

Salary: £32,000 per annum

Contract: Full time, Permanent, 37.5 hours, Monday to Friday, 8.30am – 5pm.

We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.

About the Role:

We are looking for a confident and experienced Senior Advisor to join our In Tenancy and Move Outs team. This is a key role where you will act as a senior point of support, helping ensure the smooth delivery of tenancy services while maintaining high levels of customer care and operational performance. In this varied position, you will support the wider team through guidance, oversight and day to day coordination. You will play an important part in resolving escalated issues, monitoring performance and ensuring service standards are consistently met, while also stepping in to provide cover where required.

Key responsibilities include:

• Act as the first point of escalation for complex issues raised by team members
• Provide guidance, mentorship and support to colleagues handling challenging situations
• Build strong relationships with tenants, landlords and stakeholders through clear communication
• Carry out daily audits on caseloads, documentation and compliance to ensure accuracy and consistency
• Distribute workloads effectively to support team performance and service delivery
• Provide regional and administrative cover during periods of absence
• Produce and analyse reports on team performance and operational trends
• Identify process improvements to enhance efficiency and customer outcomes
• Ensure adherence to company policies, procedures and compliance requirements
• Liaise with contractors, service providers and internal teams to maintain smooth operations

Role Criteria:

• Supervisory or team leader experience
• Strong customer service background
• Administrative / Office based experience
• Excellent communication and problem-solving skills
• Ability to manage workloads and prioritise effectively in a fast-paced environment
• Confident in handling escalations and providing resolutions
• Good attention to detail with the ability to audit and analyse data
• Property or repairs experience is desirable but not essential

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies
• Access to EAP Counselling sessions

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

Apply below or to discuss your application further; contact:

Beth Dunford (beth.dunford@mearsgroup.co.uk)

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.