Customer Service Advisor

Axis; London Borough of Newham; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days' holiday

Perkbox discounts

Volunteer day

Refer-a-friend bonus

Job summary

Axis CLC is recruiting Customer Service Advisors to join our busy call centre teams across multiple contracts. This customer-focused role handles inbound calls and emails from tenants, raises jobs, schedules appointments and provides updates throughout the repairs process.

You will work with Supervisors, Operatives and Sub-Contractors to ensure efficiency and high customer satisfaction, within a fast-paced environment that values reliability and service quality.

Qualifications

• Excellent customer service skills.
• Ability to interact effectively with customers face to face, by telephone, or in writing.
• Work well in a team as well as independently.
• Ability to work under pressure and meet tight deadlines.
• Knowledge of using IT software packages and company systems.
• Technical knowledge of repairs within the maintenance or building industry is advantageous.

Responsibilities

• Provide clients and customers with excellent, first contact resolution services across multiple channels.
• Taking inbound calls and emails from tenants in relation to repair works; including raising new jobs, and scheduling appointments.
• Using IT systems to raise new repairs, book in and rearrange appointments for tenants.
• Dealing with tenants' queries over the phone and via emails effectively.
• Liaising with Supervisors, Operatives and Sub-Contractors to provide updates on repair works.
• Follow and support policies, procedures, initiatives, and work instructions related to sustainability improvement and environmental compliance.

Skills

Customer service excellence

Communication skills

Teamwork

Ability to work under pressure

IT systems proficiency

Tenant liaison

Tools

IT systems

Job description

Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services across the UK. Backed by over 110 years of combined experience and the wider strength of Axis CLC, operating from 23 UK offices and employing more than 2,500 people nationwide, we support housing providers and public sector clients with high-quality maintenance and compliance services that help keep residents safe, properties well maintained and communities supported.

The Role:

We're recruiting Customer Service Advisors to join our busy call centre teams across multiple contracts. This is a customer-focused role where you will be responsible for handling inbound calls and emails from tenants, assisting with repair enquiries, raising jobs, scheduling appointments, and providing updates throughout the repairs process.

You will work closely with Supervisors, Operatives, and Sub-Contractors to ensure repair requests are managed efficiently and resolved with a high level of customer satisfaction. We're looking for individuals with strong communication skills, excellent organisational abilities, and a passion for delivering outstanding customer service in a fast-paced environment.

Responsibilities:

• Provide our clients and customers with excellent, first contact resolution services across multiple channels.
• Taking inbound calls and emails from tenants in relation to repair works; including raising new jobs, and scheduling appointments.
• Using IT Systems to raise new repairs, book in and rearrange appointments for tenants.
• Dealing with tenants' queries over the phone and via emails effectively.
• Liaising with Supervisors, Operatives and Sub-Contractors to provide updates on repair works.
• Follow and support policies, procedures, initiatives, and work instructions related to sustainability improvement and environmental compliance.

About You:

• Excellent customer service skills.
• Ability to interact effectively with customers via face to face, telephone, or writing.
• Work effectively within a team as well as independently.
• Ability to work under pressure and to tight deadlines.
• Knowledge of using IT software packages and/or company systems.
• Technical knowledge of repairs within the maintenance or building industry would be an advantage.

What We Offer:

• Up to £28,000 per annum depending on experience
• 25 days' holiday + bank holidays
• Perkbox (discounts, perks & wellbeing offers)
• 1 paid volunteer day
• £2000 refer-a-friend bonus after the referee passes probation
• Opportunities for development and progression across Axis CLC

Please note that we reserve the right to close this vacancy early and we encourage early applicants. Our final stage interview - the assessment centre will take place on: Friday 27th of November 2026!

Why Axis CLC?

Joining Axis CLC means being part of a national organisation that delivers essential services across housing, education, healthcare, defence and commercial property. You'll be joining a team that values reliability, quality and social impact, offering long-term stability, meaningful work and genuine opportunities to grow and progress in your career.

Our Commitment to Inclusion:

Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know.