Customer Service Advisor

Jobwise; Blackburn; On-site; GBP 15,000 - 22,000; Part time

Benefits offered by this job

Training programme

Immediate start

Potential permanency after 12 weeks

Job summary

Jobwise is seeking a Customer Service Advisor / Call Handler in Blackburn to support an out-of-hours helpdesk. The role involves handling high volumes of tenant calls about maintenance and repairs during weekday evenings and weekends.

Training is provided, with a pathway to permanent employment after 12 weeks. With a starting pay of £13.45 per hour, you will triage requests, gather accurate information, and route issues to the correct teams, contributing to a smooth, responsive service for

Qualifications

• 1+ year of call centre or customer service experience
• Strong listening skills with the ability to ask relevant questions
• Empathetic approach with good emotional intelligence
• Clear communication and professional telephone manner
• Attention to detail and accurate information recording
• Ability to follow set procedures and triage requests
• Capacity to handle high call volumes while maintaining service quality

Responsibilities

• Answer a high volume of calls from tenants reporting maintenance and repairs
• Listen carefully to understand the problem and ask the right questions to establish root cause
• Follow a structured questionnaire to gather necessary information
• Assess and triage requests as emergency, urgent or non-emergency
• Record information using ticketing systems and set processes
• Pass completed requests to the appropriate team for repairs
• Provide reassurance and clear information to tenants, including vulnerable or distressed
• Escalate issues in line with procedures

Job description

Are you a great listener who can stay calm under pressure and help people get the support they need?

We're looking for a

Customer Service Advisor or a Call Handler to join a busy

out-of-hours helpdesk team in

Blackburn. With the busy season approaching, the team is expanding to support an increase in calls from tenants reporting maintenance and repairs requests.

Paying

£13.45 per hour, this is a

temporary position for 12 weeks working in the

evenings during the week and weekends, with the

opportunity to go permanent. You'll receive training on the company's established processes and systems, so you'll understand how to assess requests, record information accurately and ensure each issue reaches the right team.

If you have at least 1 year of call centre or customer service experience and enjoy helping people find solutions, this could be a great opportunity for you!

What will you be doing as a Customer Service Advisor / Call Handler?

• Answering a high volume of calls from tenants reporting maintenance and repairs requests
• Listening carefully to understand the problem and asking the right questions to establish the root cause
• Following a structured questionnaire to gather all the necessary information about each issue
• Assessing and triaging requests as emergency, urgent or non-emergency
• Recording information accurately using ticketing systems, drop‑down menus and set processes
• Passing completed requests to the appropriate team, who will arrange the necessary repairs or fixes
• Providing reassurance and clear information to tenants, including those who may be vulnerable or distressed
• Recognising when an issue needs further attention and escalating it in line with the relevant procedures

What's in it for you?

• £13.45 per hour
• Opportunity to secure a longer-term position after the initial 12 weeks.
• Established training programme
• Immediate start
• Valuable experience - develop your call handling, problem‑solving and customer service skills in a fast‑paced environment

Why would you join this company?

You'll be joining an established team providing an important out‑of‑hours service, helping tenants report property issues and ensuring their concerns are recorded, prioritised and passed to the right people for action.

Accuracy is key, as the information you gather helps the repairs team understand the problem and arrange the appropriate fix. You'll be supported by an established training process, giving you the knowledge and guidance needed to learn the systems and carry out the role effectively.

This is a great opportunity for someone who enjoys helping people, working as part of a team and making a practical difference to the customer experience.

What we're looking for

What's essential:

• At least 1 year's call centre customer service experience.
• Strong listening skills and the ability to ask relevant questions to understand a customer's issue.
• An empathetic approach and good emotional intelligence, particularly when speaking to vulnerable or distressed customers.
• Clear communication skills and a professional telephone manner.
• Excellent attention to detail, ensuring information is recorded accurately and all required questions are answered.
• The ability to follow set procedures and categorise requests correctly.
• The ability to manage a high volume of calls, moving efficiently from one conversation to the next while maintaining good customer service.

What's helpful but not essential:

• Experience in property maintenance, housing, repairs or facilities management.
• Experience using ticketing systems, CRM databases or structured call‑handling questionnaires.
• Experience assessing and prioritising customer requests or incidents.

The Essentials

Salary: £13.45 per hour

Hours: Weekday evenings, 5:00 pm-10:00 pm, and weekend shifts, 8:00 am-5:00 pm. Shifts will depend on the rota and service requirements.

Breaks: Two paid 10‑minute breaks and one unpaid 30‑minute lunch break per shift.

Location: Blackburn

Job type: Temporary for 12 weeks, with the opportunity to go permanent.