Customer Service Advisor

Role : Repairs Planner

Location: Kingston 

Salary: £27k to £28k per annum

Contract: Perm / Full time

The Planner’s main duties include dealing with residents, clients and sub contractors, working with the IT systems, managing operative’s diaries and general typing and administration. Exceeding customer expectations and problem solving to the point of resolution are key priorities for this post-holder to have.

Main Responsibilities

• Booking work on a reactive and planned basis, liaise with the client and your team
• Professionally handle enquiries from all customers, document accordingly and resolve effectively.
• Consistently demonstrate high levels of customer service standards and professional relationship with all customers.
• Utilise the issue resolution process, deal with calls to a conclusion or advise customer of next action/process
• Inputting & updating works orders on to the “Service Manager” IT system and issuing those works orders to operatives/sub-contractors.
• Make outbound calls to update customers on progress and complete customer satisfaction surveys.
• To develop and maintain a central filing system for the department and to be responsible for the maintenance of storage and retrieval systems both computerised and manual.
• Assist in the production of client KPI data and providing reports to substantiate this.
• Agree with the Team Leader personal KPI goals and skills/development objectives.
• Work with the Team Leader to improve performance, identify development needs and achieve learning plans.
• Identify internal process improvements and contribute ideas which may improve the CC performance and/or extend its capability.
• Manage communications via E-mail in Microsoft Outlook / telephone / face to face
• Complaint jobs to be managed and customer updated frequently.

The successful candidate should meet the following requirements:

Essential Knowledge and Skills

• Experience in Repairs or a similar environment
• Experience of working with the public in a customer focused environment.
• Excellent verbal and written communication skills, telephone skills and interpersonal skills.
• Excellent planning, scheduling and organisational skills.
• Experience of developing a range of administrative and office systems and of servicing meetings.
• Substantial word processing experience with a good understanding of Word, Excel, PowerPoint.
• Experience of undertaking projects independently, and seeing projects thorough to completion.

Please apply with your updated CV or call Leah Seber at Build Recruitment for more information.

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.