Customer Service Advisor Inbound

Ian Williams Ltd; Nechells; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading maintenance service provider in the UK is seeking a Customer Service Advisor to handle repair and maintenance inquiries. This role involves answering high-volume calls, managing emergencies, and providing first-class service to residents. The ideal candidate will have demonstrable customer service experience, strong IT skills, and excellent communication abilities. Benefits include performance bonuses, training opportunities, and a supportive work environment.

Benefits

Opportunity to earn monthly bonuses

Annual company profit share

Employer pension contribution

31 days paid holiday

Ongoing training and development

Life Insurance

Qualifications

• Demonstrable customer service experience, ideally from a contact centre or similar fast-paced environment.
• Strong IT skills with the ability to learn new systems and follow processes.
• Excellent communication skills with decision-making abilities.

Responsibilities

• Answer inbound calls regarding repairs and maintenance inquiries.
• Manage the day, handle emergencies and ensure appropriate service delivery.
• Act as the first point of contact for customers and trade operatives.

Skills

Customer service experience

Strong IT skills

Excellent communication skills

Job description

Overview

Our Inbound Customer Service Advisors are an integral part of the Responsive Maintenance arm at Ian Williams. 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 (The Hub). You will work in a fast-paced and sometimes pressurised environment, operating to SLAs and KPIs. You will have a real impact by providing the best customer service to our customers, contributing to the company-wide success of Ian Williams.

Benefits

• Opportunity to earn more with monthly bonuses, based on performance
• Annual company profit share (14% achieved last year)
• Employer pension contribution of up to 5%
• 31 days paid holiday (including bank holidays) with buy/sell options (buy up to 5 days, sell up to 3 days per year)
• Ongoing training and development opportunities within the iwhub
• Life Insurance
• Annual pay reviews
• Enhanced maternity/paternity pay
• Trade discounts from preferred suppliers for you and your friends and family
• Access to the Lighthouse Construction Industry Charity for health and wellbeing support, including free legal and financial advice

Work Environment

iwhub employees benefit from a modern, spacious, open-plan office with easy public transport access and onsite parking. The office includes a fully equipped kitchen, comfortable breakout areas, and a designated prayer room for worship.

The Customer Service Advisor role

You will receive high-volume calls regarding repairs and maintenance enquiries from social housing clients or residents. Using our dynamic scheduling system and technology, you will:

• Answer inbound calls, delivering a first-class experience in a concise, timely, and efficient manner with a focus on first-time resolution
• Manage the emerging day, handle emergencies and exceptions, and ensure the most appropriate service is delivered to residents and followed up by the correct departments
• Act as the first point of contact for customers and trade operatives to help resolve issues on site
• Input up-to-date, accurate, and complete notes for each job/task in the system and follow process
• Produce KPI reports daily to contribute to overall contract performance

What you will bring as a Customer Service Advisor

• Demonstrable customer service experience, ideally from a contact centre/call centre or similar fast-paced environment
• Strong IT skills with the ability to learn new systems and follow process and procedure
• Excellent communication skills with the ability to make and follow through on decisions while keeping the customer at the heart
• A commitment to getting it right and pride in achieving performance targets

About Ian Williams Ltd.

Discover more about us on our website and through our social media platforms, LinkedIn, Indeed and Glassdoor.

Other Information

The successful applicant will be required to complete a criminal records check. We comply with the Rehabilitation of Offenders Act 1974 (Exceptions) Order and the DBS disclosure process, and we treat all applicants fairly.

Ian Williams is committed to creating a diverse environment and is an equal opportunity employer. Diversity is core to our work. We are focused on equality and value diversity of race, gender, sexual orientation, religion, ethnicity, and other characteristics.

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 on our website. We politely request no agencies engage with us regarding this position.