Location: Magherafelt, Head Office Reporting To: Customer Success Manager Hours of Work: 9am- 5pm, Monday- Friday Role Overview: Operating within a fast-paced environment this role is responsible for delivering response maintenance repairs contracts for the NIHE, ensuring repair requests are carried out efficiently and cost-effectively whilst delivering a first-class service to our customer. This role will require teamwork and liaise closely with all stakeholders in the business and assist daily in managing targets and workflows effectively. Key Responsibilities: Act as the first point of contact, providing support for all customer queries Provide an exceptional level of customer service, communicating to customers in a professional manner Responsible for the administration for a specific contract area Triage/pass all new repair requests and assign to relevant department, Supervisor/s or subcontractor for action. Work as part of a team to prioritise and management the workload Ensure customers are kept up to date, ensuring any issues are escalated to management Monitoring of target dates for jobs, tracking updates and job status Liaising with internal stakeholders regularly providing accurate and detailed information Job completions and updating system/data input Maintaining standards and processes to reach KPI targets To perform the job in accordance with the companys policies and procedures, To perform any other duties as may be reasonably required Our Requirements: Essential Three years recent experience in a busy office environment 1 years experience providing customer support Minimum of Grade C or above in GCSE or equivalent (English and Maths) Data input experience. IT literate, proficient in Microsoft Office Preferred Experience in social housing sector. Experience and knowledge of Schedule of Rates Skills/Competencies Demonstrate reliability, flexibility, and adaptability Effectively manage time in order to meet deadlines Excellent team working skills Excellent communication skills with the ability to manage client relationships Strong planning and organisation skills Ability to work on own initiative and as part of a cross functional team Ability to work accurately under pressure and meet deadlines & targets Skills: Customer Service Excel Call handling office work Communication (written and verbal)