*** PREVIOUS CALL HANDLING AND ADVANCED CUSTOMER SERVICE EXPERIENCE REQUIRED ***
The Best Connection are currently seeking advanced customer service advisors for our client in the Mansfield area!!
Working within a busy working environment, the responsibilities of the role will include:
Inbound Call Management:
Handle incoming calls from homeowners reporting issues (e.g., plumbing, electrical, heating)
Ask targeted questions to gather all necessary details for a repair request
Issue Diagnosis & Triage:
Identify the nature and urgency of problems
Determine whether self-help guidance is appropriate or if a technician visit is needed
Scheduling & Coordination:
Log service requests in your CRM or repair management system
Assign appropriate technician/fixer based on skills, geography, and availability
Monitor progress and update homeowners on estimated arrival times or delays
Customer Communication & Support:
Provide clear guidance on minor troubleshooting steps homeowners can take
Remain calm and professional during escalated or time-sensitive calls
Offer accurate updates on the status of service requests
Record-keeping & Administration:
Maintain thorough and accurate records of calls, diagnoses, schedules, and technician notes
Track job progression to ensure timely and satisfactory resolutions
Cross-Team Collaboration:
Liaise with field service teams, contractors, and internal departments (e.g., billing, scheduling) to guarantee excellent service delivery
The ideal candidate will have:
Previous call-handling or customer service experience; experience in home maintenance or housing services is a plus
Strong verbal and written communication skills; capable of conveying technical details clearly and sympathetically
Good problem-solving ability with an attentive, proactive mindset
Proficient skills with call centre and CRM software, plus Microsoft Office tools
Working hours:
Monday - Friday 9AM - 5PM (37.5 hours per week)
Pay rate is £12.21 to begin with, however there is also the potential of a pay increase, following a successful probation period!!
A full CV will be required, followed by an interview directly with the company!
The Best Connection is acting as an Employment Business in relation to this vacancy.
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