Customer Service Advisor
- Job Type: Temporary to permanent
- Location: Norwich
- Salary: £30,296 per annum (£15.75 per hour plus holiday pay whilst temping)
- Location: Norwich, NR6
We are looking for a Customer Service Team Leader who is passionate about delivering the right outcomes for customers, the team, and the business. This role is crucial in influencing performance to ensure a consistent, positive customer experience is delivered daily. You will be driving performance in a culture of transparency, ownership, and accountability.
Day to Day of the role:
- Oversee the Repairs Service Diagnostic Team to ensure calls are handled correctly and professionally, achieving KPIs and high levels of customer satisfaction.
- Produce and use monthly individual productivity reports at 1:1 and appraisals, review teamwork in progress daily to maximise productivity.
- Take ownership of customer enquiries via email, phone, and face-to-face, demonstrating excellent communication skills and providing first-class customer service.
- Ensure accurate diagnosis of repair jobs, guiding residents through the process to capture as much information as possible for a ‘first time fix'.
- Deal with stage 0 complaints to resolve at the first point of contact and avoid escalation.
- Operate a range of IT systems to provide clients and customers with information and services to resolve their enquiries at first point of contact.
- Work as part of the wider team, providing support to colleagues to contribute to enhanced organisational performance.
- Deal with a broad range of customers with different needs and vulnerabilities, sometimes involving complex and difficult situations.
Required Skills & Qualifications:
- Demonstrated experience in a customer service role.
- Excellent communication skills, both verbal and written.
- Ability to work effectively both independently and as part of a team.
- Strong IT and systems operation skills.
- Resilience in dealing with complex situations and challenging behaviour.
- Experience in performance and team management.
- Commitment to continuous improvement and innovation in customer service.
Please apply online or contact Maxine or Andrea at Reed Norwich for a confidential chat