Customer Service Adviser

Fortus Recruitment Group Limited are a recruitment company that specialise in placing people within the repairs & maintenance industry.

We are currently working on behalf of a Housing association. My client is currently looking for an Customer Service Adviser (CSA).

This role requires a strong CSA with a background in social housing, specifically focused on raising repairs and tenant liaising. Here’s a breakdown of the key qualifications and responsibilities:

• Experience: Proven track record in efficiently communicating with tenants, being able to handle a high volume of incoming calls, raising jobs for contractors and general admin. 
• Software Proficiency: Familiarity with maintenance software. Strong skill with Excel. 
• Skills: Excellent time management and communication abilities.

• Call Management: Oversee incoming calls on the system.
• Diary Management: Organize and manage operatives' schedules effectively.
• Administrative Duties: Perform general administrative tasks to support the team.
• Work Allocation: Plan repairs and maintenance tasks, assigning them to the appropriate operatives based on their skill sets and locations.
• Stakeholder Liaison: Maintain communication with operatives, tenants, and clients to ensure relationships are built. 
• Document Control: Ensure worksheets are received, verified, and accurately managed.
• KPI Monitoring: Strive to meet individual and client-specific Key Performance Indicators (KPIs).
• Contract Management: Handle both council and private housing contracts, scheduling routine, essential, and emergency maintenance work.
• Coordination: Collaborate with in-house and third-party engineers and tradesmen to plan logistics and manage schedules.
• Fast-paced Adaptability: Work efficiently in a demanding environment, fostering collaboration among key stakeholders, clients, councils, housing agents, suppliers, and trades.

This role is essential for maintaining efficient operations in social housing, ensuring that repairs are scheduled and completed promptly while maintaining high standards of communication and organization.

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