Role: Customer Service Advisor
Salary: £27,500 per annum
Hours: 8am to 5pm, full time office based
Permanent – Full Time
We are looking to recruit a Customer Service Advisor to join our team on our team in Basildon
About the Role
Joining our team, you’llbe responsible for liaising with clients, sub-contractors, suppliers and supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given. You’ll liaise with our supervisory teams and the regional buyers to ensure materials / equipment is ready for use at the agreed appointment times.
Responsibilities
1. Take ownership for responding to inbound communications (calls and emails).
2. Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
3. Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
4. Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience
5. Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of ther gas or electricity meter, re-setting a blown fuse, etc).
6. Where an appointment is required, work to ensure that it is offered in line with 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).
7. Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information
8. Where a resident wants to re-book an appointment, it may be necessary to liaise direct the Planners and Service Controllers to communicate short-notice changes
9. Capture detailed notes on the system to support operatives in completing a first time fix on site.
10. Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative
• Actively embrace and support a culture of accountability and service excellence
• Assist service Operatives and or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.
• Escalate existing repair jobs to Planners or alert the Team Leader to issues requiring intervention.
• Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers.
• Liaise with the Planning team as appropriate to ensure all works are carried out within agreed timeframes.
• Take reasonability for your own and your team’s performance, ensuring Key Performance Indicators (KPIs) are achieved and where required improvements in performance pursued.
• Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.
Benefits
11. 26 Days Holiday & Bank Hols
12. Enhanced Pension Plan
13. Healthcare Cash Plan (Including 24hr GP,)
14. Life Assurance & Accident Cover
15. Share Save
16. Enhanced Maternity & Paternity Pay
17. Work Perks Discounts & Vouchers
18. Buy & Sell Holiday
19. Flexible Working & Flexible Bank Holidays
20. Cycle to Work
21. Volunteering (2 days paid)
22. Learning & Development Opportunities
23. Extensive Wellbeing Support, including EAP
24. Loyalty & Values Awards
25. Funded Professional Subscription
26. Eye Care Vouchers
If you have experience within the housing / construction or repairs sector, please apply or call Leah Seber for more information.