Customer Service Advisor

British Engineering Services - Electrical; Preston; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Company Pension Scheme

Annual salary review

20 days annual leave + 8 bank holidays

EV salary sacrifice scheme

Employee benefits portal

Health and wellbeing support

Volunteer programme

Charity fundraising support

Job summary

British Engineering Services Group – Electrical is seeking a Customer Service Advisor in Preston to coordinate Electrical Installation Condition Report (EICR) inspections and remedial works. You’ll handle high volumes of calls, manage appointments and schedule engineers to maximise productivity, ensuring service levels are met and records are accurately kept.

You will be a key part of maintaining excellent customer service across social housing projects, contributing to access rates and on-time

Qualifications

• Experience in customer service, scheduling, planning or call handling environments.
• Experience managing high volumes of customer interactions.
• Strong administrative and organisational skills.
• Experience using CRM, scheduling or workforce management systems.
• Excellent telephone manner and customer service skills.

Responsibilities

• Contact residents to arrange EICR inspections, remedial works and follow-up appointments.
• Handle inbound calls, emails and customer enquiries professionally and efficiently.
• Manage appointment confirmations, cancellations and re-bookings with clear guidance to residents.
• Schedule engineers to maximise productivity and minimise travel time.
• Coordinate remedial works and revisit appointments within agreed service levels.
• Monitor engineer diaries and respond to scheduling changes.
• Maintain accurate records within CRM and scheduling systems.
• Produce operational reports relating to appointments, access rates and performance.
• Liaise with housing providers, Contract Managers and Engineers to support programme delivery.
• Identify opportunities to improve scheduling efficiency and customer experience.

Skills

Customer service

Scheduling

Planning

Call handling

CRM experience

Microsoft Office (Outlook/Excel)

Education

GCSEs in English and Mathematics

Tools

CRM systems

Scheduling software

Job description

Who We Are In a Nutshell.

At British Engineering Services Group, we pride ourselves on being the leading end-to-end risk management solutions provider in the UK and Ireland. Our job is to help keep our customers’ assets legally compliant, operational and, above all, safe. We achieve this by bringing together a team of the very best and most talented people.

CUSTOMER SERVICE ADVISOR

Preston Office

£26,277

With safety at the heart of everything we do, our Electrical division is focused on delivering the very highest standards of electrical safety. Our expert teams carry out hundreds of essential Electrical Installation Condition Reports (EICRs) and other critical inspections every day, helping customers stay compliant and protected.

What will you be doing?

As a Customer Service Advisor (known internally as a Central Resource Team Member) for British Engineering Services Group - Electrical, you will support the delivery of electrical compliance programmes across the social housing sector by coordinating appointments, engaging with residents and managing engineer schedules. You will play a key role in maximising property access rates, delivering excellent customer service and ensuring works are completed within contractual timescales.

You will:

• Contact residents to arrange Electrical Installation Condition Report (EICR) inspections, remedial works and follow-up appointments.
• Handle inbound calls, emails and customer enquiries professionally and efficiently.
• Manage appointment confirmations, cancellations and re-bookings while providing clear guidance to residents.
• Schedule engineers to maximise productivity and minimise travel time.
• Coordinate remedial works and revisit appointments within agreed service levels.
• Monitor engineer diaries and respond effectively to scheduling changes.
• Maintain accurate records within CRM and scheduling systems.
• Produce operational reports relating to appointments, access rates and performance.
• Liaise with housing providers, Contract Managers and Engineers to support programme delivery.
• Identify opportunities to improve scheduling efficiency, customer experience and first-time completion rates.

As part of our team, you will get:

• A starting salary of up to £26,277
• Company Pension Scheme
• Annual salary review
• 20 days annual leave, increasing each year up to 25 days plus 8 bank holidays
• An extra day’s holiday to take on Christmas Eve each year
• Access to our holiday buy scheme
• Electric Vehicle salary sacrifice scheme
• Discounts and savings via our employee benefits portal
• Health and wellbeing support via our Employee Assistance Programme
• Company wide volunteering scheme
• Fundraising support for your chosen charity

To join our team, you will need:

• Experience in a customer service, scheduling, planning or call handling environment.
• Experience managing high volumes of customer interactions.
• Strong administrative and organisational skills.
• Experience using CRM, scheduling or workforce management systems.
• Excellent telephone manner and customer service skills.
• Strong communication and problem-solving abilities.
• Ability to prioritise multiple tasks in a fast-paced environment.
• High attention to detail and accuracy.
• Good Microsoft Office skills, particularly Outlook and Excel.
• GCSEs (or equivalent) in English and Mathematics.

Ideally, you will also offer (desirable but not essential):

• Experience within social housing, compliance or field-service environments.
• Knowledge of electrical compliance programmes or property maintenance services.
• Experience coordinating mobile or field-based workforces.
• Customer Service, Contact Centre or Business Administration qualifications.

We want you to be you!

Diversity, equality and inclusion are fundamental to who we are.

Our team is made up of incredibly skilled and talented people, and that’s what matters most to us. At British Engineering Services Group, we want everyone to feel they can be their true, authentic selves at work.

We’re also proud to support the military community through our commitment to the Armed Forces Covenant.

British Engineering Services Group, where our people and our customers matter most.