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Customer Service Advisor

Job Title: Customer Service Advisor
Contract Type: Permanent
Location: Hemel Hempstead, Hertfordshire
Industry:
Salary: £21000 - £23000 per annum
REF: EM2607_1627297409
Contact Name: Elle Muller
Contact Email: Elle.Muller@danielowen.co.uk
Job Published: about 2 months ago

Job Description

Customer Service Advisor
Full time Monday - Friday
Permanent
£21-23K per annum
Hemel Hempstead

We currently have a fantastic opportunity for 2 x Customer Service Advisors to join a Repairs Contractor based in Hemel Hempstead.

  • 1 x Permanent Role
  • 1 x 1 Year Fixed Term Contract

THE ROLE:

First port of call for residents and the client to log repairs and aid in any queries/questions required ensuring customer satisfaction is met at all times.

Main Tasks/Responsibilities:

  • Pick-up all incoming calls within set timescales (20seconds).
  • Regular watch of the wallboard to see calls in queue etc.
  • Book-in all new jobs via Accuserv, Keyfax and Opti for job allocation and add as many notes as required for future reference.
  • Follow keyfax and ensure all details are covered to maintain getting the job done right first time.
  • Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call.
  • Pass calls to relevant departments ensuring resident/client is updated before passing over.
  • Always check the job history before logging new jobs to ensure no duplication.
  • Raise jobs from the Repairs inbox (set daily targets pp per day by Call Centre Supervisor).
  • Raise any issues/concerns observed to the relevant party (Supervisor, planners etc).
  • Raise recalls and send out any letters as and when necessary.
  • If a residents/client calls with no show/query - call the operative/subcontractor or alternatively pass to the planners.
  • Pass jobs to the planner queue for planners to deal with if allocation of job cannot be found or accommodated with the resident.
  • Email relevant parties within the same day with any updates/messages etc.
  • Liaise with the planners with queries called through.
  • Liaising with the planned works team if a query comes through for planned jobs taking place.
  • Update client/resident if required on any job by COP the same day.
  • Help the Customer Solutions Supervisor with Ad-hoc requests/tasks.
  • Have an understanding of the contract and commercial side of the business (budgets, coding and job allocations).
  • Aid team members as and when required.
  • Flexibility of shift cover if last minute AL, sickness etc.
  • One IO per person, per month.
  • Attend team meetings as and when required.

Essential Criteria:

  • Call Centre background
  • IT Skills required
  • Good phone manner
  • Arranges and prioritises calls, events and updating of the system in an efficient and effective manner
  • Demonstrates the desire and ability to provide the highest customer satisfaction in a timely manner
  • Recognises the importance of satisfying client needs and demonstrates the ability to successfully handle the client interface and book jobs
  • The ability to ensure that tasks, operations and decisions are carried out while optimising the operational performance of the business
  • Communicates jobs and required back-up with accuracy and credibility, both verbally and in writing
  • Managing personal workloads along with managing customers expectations
  • Working to set targets however working with the team and supervisor for improvements
  • Builds and maintains positive relationships within and across teams
  • Identifies and responds to situations, evaluating alternatives and making appropriate and timely decisions
  • Strives to achieve results through determination, energy and commitment, in the face of problems and conflicting demands
  • Adapts to and supports changes to maintain effectiveness during uncertainties in job tasks or the work environment
  • Discuss and implement new ideas to improve business performance with the team

Desirable Criteria:

  • Responsive Repairs background
  • Opti background

If you are interested in this role, please give me a call on 0207 248 7000 or apply with your CV.

LON123

Keywords: Call Handler, Customer Service Advisor, Property Services, Repairs, Hemel Hempstead