RepairsAdvisor / Customer Service Advisor
* Job Type: Full-time
* Location: Norwich, NR6
* The role will initially commence on a temporary basis and will become permanent at the 13 week stage however permanent applications will be considered
We are looking for a dedicated Repairs Advisor to join our Building Services team. The ideal candidate will be central to our ‘Right First Time’ approach, providing a customer-focused and efficient frontline repairs service. You will be responsible for managing incoming calls, addressing customer enquiries, diagnosing repairs, and scheduling appointments to ensure high-quality service delivery.
Day-to-day of the role:
* Receive inbound calls from customers who are reporting a fault or requesting a repair. Evaluate the urgency and nature of repair requests to determine the appropriate response and scheduling.
* Take ownership of customer enquiries received via email andphone, demonstrating excellent communication skills and providing first-class customer service.
* Administer and review customer enquiries and information across all services, ensuring follow-ups on repair queries and timely updates to clients or residents.
* Comply with data protection principles and safeguarding policies, maintaining the security of sensitive and confidential data.
* Accurately diagnose repair jobs, guiding residents through the process to capture detailed information for a ‘first time fix’.
* Handle initial complaints effectively to resolve at the first point of contact and prevent escalation.
* Ensure repairs comply with client responsibility guidelines and capture rechargeable repairs, notifying clients as required.
* Operate a range of IT systems to provide information and services, resolving enquiries at the first point of contact.
* Participate in user acceptance testing and proactively escalate any web/system issues.
* Work collaboratively within the internal teams, supporting colleagues and contributing to enhanced organisational performance.
* Develop productive working relationships with clients, colleagues, and stakeholders, communicating issues for service continuity and output consistency.
Required Skills & Qualifications:
* Proven experience in a customer service or call centre role
* Experience of repairs or building services environment would be advantageous
* Strong communication and interpersonal skills, capable of handling enquiries effectively.
* Competent in using a variety of IT systems and participating in user acceptance testing.
* Outstanding customer service skills and a customer focused attitude
* Knowledge of data protection and safeguarding policies.
* Team player with a commitment to continuous improvement and building productive working relationships.
Please apply online or contact Maxine or Andrea at Reed Norwich
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