Customer Service Advisor - (12 month FTC)

Qualis Group; Loughton; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Pension scheme contributions 7%

Life Insurance 4x salary

25 days holiday plus bank holidays

Job summary

Qualis Group is seeking a Customer Service Advisor in Loughton with hybrid working options. You will support operational delivery, handle queries by phone and email, and interact with tenants, suppliers, and council staff to ensure high-quality service.

The role offers a salary between £27,200 and £29,000 per annum, reflecting your skills. Benefits include a 7% pension contribution, life insurance, and generous holiday entitlement.

Qualifications

• GCSE or equivalent in Maths and English.
• Experience in a planning or customer service setting.
• Experience in a target-driven environment.
• Ability to handle challenging customer situations.
• Experience with handling queries via phone and email.

Responsibilities

• Dealing with queries via phone and email, communicating primarily with tenants of Council accommodation but also other residents, suppliers, contractors and other stakeholders including Councillors and MPs.
• Receive, diagnose, record and issue repairs, heating breakdown, void and electrical repair requests from the public and other staff utilising software available
• Follow up works instructions as necessary
• Deal with any routine queries and any associated telephone calls and correspondence
• Collaborate as one team with the Resource Planners, Customer Experience Assistant and other staff across Qualis Property Solutions and Epping Forest District Council
• Prepare, as required, official orders for authorisation and issuing to contractors and/or suppliers
• Deal with all initial matters relating to rechargeable work including letters, invoices and records
• Assist as required with documentation and administration within the Repairs Service
• Logging and authorising decorating vouchers for void properties
• Carry out any data entry as required
• Maintaining other records and statistics as required
• Any other duties that may be considered appropriate and necessary to the post
• Ensure confidentiality and adhere to GDPR regulations at all times

Skills

Customer service

Communication

Problem solving

Planning

Organisational skills

GDPR compliance

Education

GCSE Maths & English

Tools

Microsoft Excel

Microsoft Word

Job description

Do you love to collaborate and help businesses thrive? At Qualis as a Customer Service Advisor you will be supporting the operational delivery within Qualis Property Solutions and provide high quality customer service support within our Customer Service Centre.

We have an exciting opportunity will be based in Loughton with the opportunity of hybrid working. You will join us on a full-time basis in return for a salary between £27,200 to £29,000 per annum. Salary will reflect your skills and knowledge.

You will also receive other benefits including:

• Pension scheme contributions set at 7% of salary
• Life Insurance cover at 4 x your annual salary
• 25 days a year holiday, plus bank holidays

Your role and responsibilities:

Dealing with queries via phone and email, communicating primarily with tenants of Council accommodation but also other residents, suppliers, contractors and other stakeholders including Councillors and MPs

• Receive, diagnose, record and issue repairs, heating breakdown, void and electrical repair requests from the public and other staff utilising software available
• Follow up works instructions as necessary
• Deal with any routine queries and any associated telephone calls and correspondence
• Collaborate as one team with the Resource Planners, Customer Experience Assistant and other staff across Qualis Property Solutions and Epping Forest District Council
• Prepare, as required, official orders for authorisation and issuing to contractors and/or suppliers
• Deal with all initial matters relating to rechargeable work including letters, invoices and records
• Assist as required with documentation and administration within the Repairs Service
• Logging and authorising decorating vouchers for void properties
• Carry out any data entry as required
• Maintaining other records and statistics as required
• Any other duties that may be considered appropriate and necessary to the post
• Ensure confidentiality and adhere to GDPR regulations at all times

What you will bring to the team:

Knowledge and skills:

• General maintenance and repairs knowledge and able to plan works on a trade related basis
• General maintenance and repairs knowledge advantageous, but not essential
• Good communication and interpersonal skills with a strong customer focus
• To maintain an effective and professional approach at all times
• Work collaboratively with colleagues, other staff, customers and partners to provide efficient and effective services
• Ability to problem solve, balancing customer needs with targets and constraints
• Strong planning and organisational skills
• Provide advice and guidance to customers
• Manage and prioritise own workload to take account of conflicting and changing demands and to meet agreed deadlines
• Good knowledge of ICT systems, including software packages such as Microsoft Excel, Word etc

Qualifications and experience:

• Relevant or equivalent experience in a planning team or customer service setting. GCSE or equivalent in Maths & English
• Demonstrate a good understanding of safeguarding issues commensurate with the role
• Experience of working within a target driven environment
• Experience of dealing with challenging situations
• Previous experience of offering high levels of customer service and dealing with feedback from customers over the phone, in writing and in person.

Your team:

You will join a team where you will feel supported, trusted, and appreciated. Our existing team have a wide-ranging background and knowledge but most importantly, appreciate the unique skills and passions that each co-worker brings to the team.