Customer Service / Repairs Call Handler

Confidential; Greater London; Sur place; GBP 27 000 - 29 000; Plein temps

Résumé du poste

Confidential is seeking a Customer Service Coordinator to join our team in Bickley. You will be the first point of contact for residents, logging repair requests and coordinating schedules with contractors to ensure timely completion.

You will maintain records, keep residents updated on progress, and prioritise urgent repairs. A fast-paced environment requires strong communication, organisation, and problem-solving skills to deliver excellent service.

Qualifications

• Experience in customer service, repairs coordination, helpdesk, scheduling, or administration.
• Excellent written and verbal communication skills.
• Strong organisational skills with multitasking ability.
• Proficient in Microsoft Office and CRM/job management systems.
• Experience in property/maintenance/housing or construction sectors is advantageous.

Responsabilités

• Act as the first point of contact for residents via telephone, email, and online enquiries.
• Log and raise repair requests accurately on the internal system.
• Create, schedule, and update repair jobs as they are received.
• Keep residents informed of repair progress and provide updates.
• Triage incoming maintenance requests and determine the action required.
• Escalate complex issues to the relevant department when needed.
• Liaise with contractors, engineers, and internal teams to ensure timely repairs.
• Maintain accurate records and document all customer interactions.
• Prioritise urgent and emergency repair requests appropriately.
• Deliver high level of customer service and resolve enquiries professionally.

Connaissances

Communication

Organization

CRM systems

Customer service

Problem solving

Outils

CRM system

Description du poste

Customer Service Coordinator

Salary: 27,000 - 29,000 per annum
Job Type: Permanent, Full-Time
Location: Bickley

The Opportunity

We are recruiting on behalf of a growing organisation within the property and maintenance sector for a proactive and customer-focused Customer Service & Repairs Administrator. This is an excellent opportunity for someone who enjoys being the first point of contact, thrives in a fast-paced environment, and has strong administrative and communication skills.

Working as part of a busy team, you will be responsible for managing repair requests, liaising with residents, updating records, and ensuring all enquiries are handled efficiently from start to finish.

Key Responsibilities

• Act as the first point of contact for residents via telephone, email, and online enquiries.
• Log and raise repair requests accurately on the internal system.
• Create, schedule, and update repair jobs as they are received.
• Keep residents informed of repair progress and provide regular updates using job notes.
• Triage incoming maintenance requests and determine the appropriate course of action.
• Escalate complex issues to the relevant department where necessary.
• Liaise with contractors, engineers, and internal teams to ensure repairs are completed efficiently.
• Maintain accurate records and ensure all customer interactions are documented.
• Prioritise urgent and emergency repair requests appropriately.
• Deliver a high level of customer service and resolve enquiries professionally.

Skills & Experience Required

• Previous experience within a customer service, repairs coordination, helpdesk, scheduling, or administration role.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple tasks simultaneously.
• Confident using Microsoft Office and internal CRM/job management systems.
• Ability to remain calm and professional when handling challenging situations.
• Strong attention to detail and problem-solving skills.
• Experience within property, maintenance, housing, facilities management, or construction sectors would be advantageous but is not essential.

What's on Offer

• Competitive salary of 27,000 - 29,000.
• Permanent, stable employment within a supportive team.
• Career development and progression opportunities.
• Varied and fast-paced working environment.
• Opportunity to make a positive impact by delivering an excellent resident experience.

Ideal Candidate

You will be a highly organised administrator who enjoys speaking with customers, coordinating repairs, and ensuring issues are resolved efficiently. The successful candidate will be confident managing a busy workload, updating multiple stakeholders, and providing exceptional customer service throughout the repair process.