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’ll be 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
* Take ownership for responding to inbound communications (calls and emails).
* Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
* 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).
* Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience.
* Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of the gas or electricity meter, re-setting a blown fuse, etc).
* 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).
* 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.
* Where a resident wants to re-book an appointment, it may be necessary to liaise directly with the Planners and Service Controllers to communicate short-notice changes.
* Capture detailed notes on the system to support operatives in completing a first time fix on site.
* 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 responsibility 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
* 26 Days Holiday & Bank Hols
* Enhanced Pension Plan
* Healthcare Cash Plan (Including 24hr GP,)
* Life Assurance & Accident Cover
* Share Save
* Enhanced Maternity & Paternity Pay
* Work Perks Discounts & Vouchers
* Buy & Sell Holiday
* Flexible Working & Flexible Bank Holidays
* Cycle to Work
* Volunteering (2 days paid)
* Learning & Development Opportunities
* Extensive Wellbeing Support, including EAP
* Loyalty & Values Awards
* Funded Professional Subscription
* Eye Care Vouchers
If you have experience within the housing / construction or repairs sector, please apply or call Leah Seber for more information.
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