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Out of Hours Customer Service Advisor

Contract Type: Permanent
Location: Woodford Green, London
Industry:
Salary: Up to £25000 per annum
REF: EM12052_1652427807
Contact Name: Elle Muller
Contact Email: Elle.Muller@danielowen.co.uk
Job Published: 4 days ago

Job Description

Out of Hours Customer Service Advisor
Full time role - various shift patterns
Permanent
£25,000 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