Advanced Customer Service Advisor

The Best Connection Group Limited; Mansfield; On-site; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency is seeking advanced customer service advisors in Mansfield. The role involves handling inbound calls, diagnosing issues, scheduling service requests, and communicating with customers. Candidates need previous call-handling experience, strong communication skills, and proficiency in CRM software. Working hours are Monday to Friday, 9 AM to 5 PM, with a pay rate starting at £12.21, plus potential for increase after probation.

Qualifications

• Strong verbal and written communication skills to convey technical details.
• Ability to handle escalated or time-sensitive customer calls with professionalism.
• Good problem-solving skills with an attentive, proactive mindset.

Responsibilities

• Handle incoming calls for service requests in a busy environment.
• Log service requests and monitor progress for timely resolutions.
• Provide clear guidance on troubleshooting steps to customers.

Skills

Previous call-handling or customer service experience

Strong verbal and written communication skills

Problem-solving ability

Proficient in call centre and CRM software

Tools

Microsoft Office tools

Job description

*** 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.