Customer Service Advisor Inbound

IAN WILLIAMS LIMITED; Birmingham; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Monthly bonuses

Profit sharing

31 days annual leave

Pension contributions

Life insurance

Annual pay reviews

Training & development

Health & wellbeing support

Job summary

Ian Williams Ltd. in Birmingham is seeking an Inbound Customer Service Advisor to join our National Helpdesk (iwhub).

You will handle high-volume inbound calls regarding repairs and maintenance from residents and social housing clients, delivering first-class service within SLAs and KPIs. Based in our Birmingham office, you will input accurate notes, support dispatch with the right information, and contribute to daily KPI reports while enjoying a competitive salary and benefits package including

Qualifications

• Demonstrable customer service experience gained within a contact centre or call centre.
• Experience in repairs and maintenance environment is a plus.
• Strong IT skills and ability to learn new systems.
• Excellent communication and decision-making abilities.

Responsibilities

• Handle high-volume inbound calls from residents and social housing clients.
• Input up-to-date notes for each job/task and follow processes.
• Produce KPI reports daily to support contract performance.
• Assist trade operatives on site and help resolve issues promptly.

Skills

Customer service

IT skills

Communication

Decision making

Performance focus

Job description

Our Inbound Customer Service Advisors are an integral part to the 'Responsive Maintenance' arm at Ian Williams, and we are looking for an additional team member to join our growing team.

As an Inbound Customer Service Advisor, you are part of the National Helpdesk (iwhub), and you'll enjoy the dynamics of working within a fast paced and sometimes pressurised environment, working to SLAs and KPIs.

You will have a real impact working in the Helpdesk by providing the best customer service possible to our customers. By achieving this excellence, together with your team, you will be contributing to the company wide success of Ian Williams.

At Ian Williams, we're committed to fairness, inclusivity and respect. Your hard work will always be recognised and rewarded, and with that in mind, we offer the following:

• Competitive base salary of £28,583 for a 37.5 hour working week
• Monthly performance bonuses
• Profit share scheme
• 31 days annual leave (inc. Public Holidays) plus buy or sell annual leave
• Pension contributions up to 5%
• Life insurance
• Annual pay reviews
• Training & development opportunities
• Health and wellbeing support via Lighthouse Charity.

We offer our iwhub employees a modern, spacious, and open plan office with easy public transport access (train & buses) and onsite parking for drivers. The office also offers a fully equipped kitchen with facilities, comfortable and private break out areas, as well as a designated prayer room for worship.

The Customer Service Advisor role

You will receive high volume calls regarding repairs and maintenance enquiries from our social housing clients or the residents themselves. In addition to:

• Using our dynamic scheduling system and technology, you will answer inbound calls, taking pride in delivering a 1st class experience to our customers in a concise, timely and efficient manner to ensure you are always striving for 1st time resolution.
• Managing the emerging day, dealing with emergencies and exceptions, to ensure the most. appropriate service is delivered to our residents and followed up by the correct departments.
• You'll act as the first point of contact for our customers and our trade operatives to help with issues when they are on site, always helping to provide resolutions.
• You will input up to date, accurate and complete notes for each job/task on the system and follow process.
• You will produce KPI reports daily, to contribute to the overall Contract performance.

What will you bring as a Customer Service Advisor?

• You'll have demonstrable customer service experience gained within a contact centre or call centre, along with experience working in a repairs and maintenance environment.
• Strong IT skills with the aptitude to pick up new systems and be able to follow process and procedure.
• Excellent communication skills with the strength of character to make decisions and follow them. through to completion and satisfaction, whilst always holding the customer at the heart.
• Above all, you'll value 'getting it right' and take genuine pride in achieving your performance targets.

About Ian Williams Ltd.

Discover more about us by reviewing our website, and also through our social media platforms, along with LinkedIn, Indeed and Glassdoor.

The successful applicant will be required to complete a criminal records check. As an organisation assessing applicants' suitability for positions which are included in the Rehabilitation of Offenders Act 1974 (Exceptions) Order using criminal record checks processed through the Disclosure and Barring Service (DBS), we comply fully with the code of practice and undertake to treat all applicants for positions fairly.

Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. Diversity is more than a commitment at Ian Williams, it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.

We reserve the right to shortlist prior to the closing date.

Ian Williams Ltd will use applicants' details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.