Repairs Advisor / Customer Service Advisor
- Job Type: Full-time
- Location: Norwich, NR6
- The role will initially commence on a temporary basis and will become permanent at the 13 week stage however permanent applications will be considered
We are looking for a dedicated Repairs Advisor to join our Building Services team. The ideal candidate will be central to our ‘Right First Time' approach, providing a customer-focused and efficient frontline repairs service. You will be responsible for managing incoming calls, addressing customer enquiries, diagnosing repairs, and scheduling appointments to ensure high-quality service delivery.
Day-to-day of the role:
- Receive inbound calls from customers who are reporting a fault or requesting a repair. Evaluate the urgency and nature of repair requests to determine the appropriate response and scheduling.
- Take ownership of customer enquiries received via email and phone, demonstrating excellent communication skills and providing first-class customer service.
- Administer and review customer enquiries and information across all services, ensuring follow-ups on repair queries and timely updates to clients or residents.
- Comply with data protection principles and safeguarding policies, maintaining the security of sensitive and confidential data.
- Accurately diagnose repair jobs, guiding residents through the process to capture detailed information for a ‘first time fix'.
- Handle initial complaints effectively to resolve at the first point of contact and prevent escalation.
- Ensure repairs comply with client responsibility guidelines and capture rechargeable repairs, notifying clients as required.
- Operate a range of IT systems to provide information and services, resolving enquiries at the first point of contact.
- Participate in user acceptance testing and proactively escalate any web/system issues.
- Work collaboratively within the internal teams, supporting colleagues and contributing to enhanced organisational performance.
- Develop productive working relationships with clients, colleagues, and stakeholders, communicating issues for service continuity and output consistency.
Required Skills & Qualifications:
- Proven experience in a customer service or call centre role
- Experience of repairs or building services environment would be advantageous
- Strong communication and interpersonal skills, capable of handling enquiries effectively.
- Competent in using a variety of IT systems and participating in user acceptance testing.
- Outstanding customer service skills and a customer focused attitude
- Knowledge of data protection and safeguarding policies.
- Team player with a commitment to continuous improvement and building productive working relationships.
Please apply online or contact Maxine or Andrea at Reed Norwich