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Out of Hours Customer Service Advisor

Job Title: Out of Hours Customer Service Advisor
Contract Type: Permanent
Location: Woodford Green, London
Industry:
Salary: Up to £23000 per annum
REF: EM110801_1628699495
Contact Name: Elle Muller
Contact Email: Elle.Muller@danielowen.co.uk
Job Published: 2 months ago

Job Description

Out of Hours Customer Service Advisor
Full/Part Time
Permanent
£23,000 per annum
Walthamstow

We currently have a fantastic opportunity for Customer Service Advisors to join a Property Maintenance Contractor based in Walthamstow. There are full and part time roles available.

THE ROLE:

To manage the future schedule of appointments. Work with clients, customers, sub-contractors, suppliers and supervisors to schedule appointments and make promises that you know we can keep.

Key Responsibilities:

  • Take ownership and responsibility for identifying the customer's needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions.
  • Take ownership of the forward schedule to ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer's preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet).
  • Take ownership for and manage unscheduled jobs.
  • Effective use of the MSi system to actively schedule available Operatives and Sub-Contractors to jobs.
  • Deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction.
  • Oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work.
  • Work with the Commercial team and Operatives to ensure materials are ordered and collected from suppliers promptly and work is planned to ensure we can provide a first time fix to residents wherever possible.
  • Handling calls and emails from the client to log issues, deploy Operatives and monitor completion of the work, providing updates at regular intervals.
  • Ensure that the system is updated in a timely manner so that the client and the Operations are in receipt of the most up to date information.
  • Ensure the scheduling process is delivering maximum productivity.
  • Where first time fix is not possible, manage the effective scheduling of follow-on works
  • Understand the case workload and alert the Team Leader to issues requiring intervention.
  • Understand the contractual KPI's, then plan, allocate and operate to exceed client expectations.
  • Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers
  • Take a strategic view of demand (jobs being raised) and the supply of resources (Operative and Sub-Contractor skill mix) and make recommendations to the Partnership Manager and Supervisors about optimising the available resource mix.
  • Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.

About You:

  • Good working knowledge of the following IT packages:
  • Microsoft Office, Word & Excel
  • Excellent administration skills
  • Excellent written and oral communication skills
  • Excellent customer service skills
  • Excellent organisation skills
  • Good knowledge of repairs and maintenance sector or trade based background
  • Good problem solving skills
  • Proactive, and able to multi task
  • Good attention to detail
  • Collaborative team player

The following behaviour principles are important to this role:

  • Put customers first
  • Do the right thing
  • Are passionate about what we do
  • Grow together
  • Strive to be sustainable

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

LON123

Keywords: Customer Service, Call Handler, Property Maintenance, Repairs, Walthamstow