Our Inbound Customer Service Advisors are an integral part of the ‘Responsive Maintenance’ arm at Ian Williams, and we are looking for an additional team member to join our growing team.
As an Inbound Customer Service Advisor, you will be part of the National Helpdesk (The Hub) and will enjoy working within a fast-paced and sometimes pressurised environment, working to SLAs and KPIs.
You will have a real impact by providing the best customer service possible to our customers. Achieving excellence in this role will contribute to the overall success of Ian Williams.
Benefits:
* Opportunity to earn more with monthly bonuses based on performance
* Participation in our annual profit share (14% last year)
* Employer pension contribution of up to 5%
* 31 days paid holiday (including bank holidays), with options to buy or sell days
* Ongoing training and development opportunities within the iwhub
* Life Insurance
* Annual pay reviews
* Enhanced maternity/paternity pay
* Trade discounts from preferred suppliers
* Access to the Lighthouse Construction Industry Charity for health and wellbeing support
We offer a modern, spacious office with easy public transport access and onsite parking. Facilities include a fully equipped kitchen, private break areas, and a prayer room.
The Customer Service Advisor role
You will handle high volume calls regarding repairs and maintenance from social housing clients or residents, using our scheduling system to ensure a first-class customer experience and timely resolutions.
* Answer inbound calls and manage emergencies to deliver appropriate services
* Act as the first point of contact for customers and trade operatives
* Maintain accurate notes and follow processes
* Produce daily KPI reports to support contract performance
What you will bring
* Customer service experience, ideally from a contact centre or similar environment
* Strong IT skills and ability to learn new systems
* Excellent communication skills and decision-making ability
* Commitment to achieving performance targets and delivering quality service
About Ian Williams Ltd.
Discover more via our website and social media platforms, including LinkedIn, Indeed, and Glassdoor.
The successful candidate will need to complete a criminal records check. We comply fully with the code of practice and are committed to fair treatment of all applicants.
Ian Williams values diversity and is an equal opportunity employer, committed to creating an inclusive environment.
We reserve the right to shortlist before the closing date. Details will be used solely for recruitment purposes, and more information is available in our Candidate Privacy Notice on our website.
We kindly request no agency inquiries regarding this position.
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