Customer Service Advisor

United Infrastructure Group; Hemel Hempstead; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

23 days holiday per year

Referral scheme up to £2,000

Benefits portal discounts

Job summary

PiLON, part of the United Infrastructure Group, is seeking a Customer Service Advisor to join our Hemel Hempstead team. You will be the first point of contact for residents, handling calls and complaints and ensuring issues are resolved efficiently.

The role is permanent and full-time, based on-site in Hemel Hempstead. You’ll work with a supportive team and have daily opportunities to report to the manager, with training and development to advance your career.

Qualifications

• Experience dealing with customer complaints in call/operator or receptionist roles.
• Strong verbal communication with a calm demeanor.
• Basic computer skills and familiarity with common office software.

Responsibilities

• Answer incoming calls courteously and professionally.
• Provide a positive first impression of our company.
• Manage complaints from start to finish.
• Ensure a satisfactory process for all parties involved.
• Provide daily reports and updates to the designated manager.
• Transfer calls to the appropriate departments.
• Accurately recording messages and important details for follow-up.
• Providing accurate information and assistance to callers.
• Ensuring inquiries are handled promptly.
• Assisting with daily administrative tasks to ensure smooth office operations.

Skills

Customer service experience

Verbal communication

Calm under pressure

Computer literacy

Tools

Office software

Job description

At PiLON, we're more than just a business. We are a trusted name in construction, known for our reliability and dedication to the quality of work. As part of the United Infrastructure group, we specialise in planned maintenance and refurbishments within the social housing sector, and we're excited to welcome you to our rapidly growing team. Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. Taking our commitment to diversity seriously, we are proud members of the Black Professionals in Construction Network, a leading organisation focused on promoting inclusion in the built environment sector. If you are driven and reliable and you aspire to make a meaningful impact, we want to hear from you. In return, you can expect support in achieving both your personal and career aspirations, as you'll work with a team that has a strong sense of motivation and pride in what we deliver.

Location: Hemel Hempstead, HP2 7BE Role Type: Permanent, Full-Time

Are you an enthusiastic and resilient individual with a passion for delivering exceptional customer service? We're looking for a dedicated Customer Service Advisor to join our team in Hemel Hempstead. In this crucial role, you'll be the first point of contact for our customers and residents, handling phone calls, managing complaints, and ensuring all issues are resolved.

Main Objectives of the Role

• Answering incoming calls courteously and professionally
• Providing a positive first impression of our company
• Managing complaints from start to finish
• Ensuring a satisfactory process for all parties involved
• Providing daily reports and updates to the designated manager
• Transferring calls to the appropriate departments
• Accurately recording messages and important details for follow-up
• Providing accurate information and assistance to callers
• Ensuring their inquiries are handled promptly
• Assisting with daily administrative tasks to ensure the smooth operation of our office

Do You Have What It Takes

• Must have previous experience dealing with customer complaints, ideally in a call operator, receptionist, or similar role
• Strong verbal communication skills with a clear speaking voice and the ability to remain calm and composed when dealing with upset residents
• Excellent interpersonal skills with a customer service-oriented approach
• Basic computer skills and familiarity with office software applications
• A positive, proactive approach to problem-solving and the ability to learn quickly

Why join us?

• 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
• Up to £2,000 reward for successful recommendationsas part of our referral scheme
• Significant savings on daily shopping through our benefits portal
• A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year
• A supportive culture and a great team with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget so you can focus on your personal and professional development and much more…

About us

With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers. We specialise in planned maintenance and refurbishment within the social housing sector and are known for delivering high-quality work with care, consistency, and respect for the communities we serve. At PiLON, we don’t just hire for skills - we hire for attitude, potential, and values. We actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes. Our commitment to inclusion is reflected in our membership of the Black Professionals in Construction Network, supporting positive change across the built environment. If you’re reliable, motivated, and looking for a role where your work genuinely matters, PiLON offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day. Here at United Infrastructure, we invest in our people and firmly believe that our workforce is our most valuable asset. A driving force for success and the core to achieving our vision of creating a connected and sustainable future, our team is the heart of our organisation. Are you looking to be part of an exciting journey within an evolving business? Want to learn something new, every single day? Then you’ve come to the right place. A fast-paced, diverse, and hugely ambitious business, we welcome challengers, innovators and people who embrace change. Establish yourself in a creative environment that champions freedom of expression, and supports you in your personal and professional development – because together, we achieve more.

Ready to take the next step in your career? United Infrastructure operates a direct sourcing model and does not accept speculative CVs from recruitment agencies. Any CVs submitted without prior agreement will be considered a gift and the candidate will be deemed to have been introduced directly. No fees will be payable in these circumstances