Customer Solutions Advisor
Location: Slough
Salary: £26k to £27k per annum
Hours: 8am to 5pm Mon to Friday
We are currently looking for a Customer Solutions Advisor to join our fast paced customer service team in Slough.
Accountabilities/Responsibilities:
First port of call for residents and the client to log repairs and aid in any queries/questions required ensuring customer satisfaction is met at all times.
Pick-up all incoming calls within set timescales (20seconds)
Regular watch of the wallboard to see calls is queue etc.
Follow the greetings script for the call duration.
Book-in all new jobs, add as many notes as required for future reference.
Follow script and ensure all details are covered to maintain getting the job done right first time.
Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call.
Assisting with the Planning Team as and when required, including scheduling in all jobs.
Pass calls to relevant departments ensuring resident/client is updated before passing over.
Always check the job history before logging new jobs to ensure no duplication.
Raise jobs from the Repairs inbox (see daily targets pp per day set by Call Centre Manager)
Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
Raise recalls and send out any letters as and when necessary.
If a residents/client calls with no show/query – call the operative/subcontractor and then re-book the appointment if required.
Pass jobs to the planner queue for planners to deal with for Emergencies or if allocation of job cannot be found.
Chase up Subcontractors & OOH operatives for their previous days’ completions.
Email relevant parties within the same day with any updates/messages etc.
Liaise with the planners with queries called through
Liaising with the planned works team if a query comes through for planned jobs taking place
Update client/resident if required on any job by COP the same day
Report to work within set shift times and call the Supervisor in advance if any problems/delays
Skills & Experience:
Previous customer service experience in an office environment
Planning/Scheduling experience
Social Housing background – desirable
Please apply or call Leah Sebert at Build Recruitment for more info.
Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer