Job Description
Out of Hours Customer Service Advisor
Part Time - 16hrs a week (Saturday & Sunday)
Permanent
£10,800 per annum
Walthamstow
We currently have a fantastic opportunity for Customer Service Advisors to join a Property Maintenance Contractor based in Walthamstow.
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).
- Effective use of the 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.
- 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
If you are interested in this role, please apply with your CV.
LON123
Keywords: Customer Service, Call Handler, Property Maintenance, Repairs, Walthamstow
