Customer Service Advisor

Morgan Sindall Property Services; Reading; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading property services company is seeking Customer Service Advisors to join their Operations Team in Reading. This position involves managing calls and scheduling appointments while ensuring adherence to service agreements. Ideal candidates will have experience in social housing or contact centers, strong communication skills, and a passion for customer satisfaction.

Qualifications

• 2+ years in a contact center, preferably in social housing.
• Basic knowledge of building maintenance.
• Good written English skills.

Responsibilities

• Handle high volumes of calls and liaise with clients and contractors.
• Schedule appointments to meet service level agreements.
• Instill confidence in customers regarding service delivery.

Skills

Communication

Planning

Customer Service

Job description

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We’re looking to recruit Customer Service Advisor(s) to join our Operations Team!

About the Role

Joining our team, you’ll be responsible for handling high volumes of calls, liaising with clients, sub-contractors, suppliers, and supervisors to schedule appointments. You will ensure that future jobs are scheduled in a way that meets our contractual Service Level Agreements and avoids false promises. You will excel in dealing with residents as part of our back-office team, using communication methods including telephone and email.

Using our MSi system, you’ll actively schedule available operatives and subcontractors to jobs, discuss complex repairs, demanding customers, and situations where service has failed. Your role is to instill confidence in our customers.

About You

Candidates will have the following:

• Social Housing and Repair and Maintenance background or at least 2 years of experience within a contact centre.
• Competent in communicating with direct operatives, subcontractors, and residents.
• Basic building maintenance knowledge to undertake a variety of maintenance tasks.
• Planning knowledge to understand what works can be sequenced or undertaken concurrently.
• Ability to prioritise works and ensure jobs are within targets and scheduled where practicable.
• Good written English skills.
• Excellent communication skills to engage with stakeholders at different levels.
• Passionate about service delivery and customer satisfaction.