Customer Solutions Agent

Fortus Recruitment Group; Greater London; On-site; GBP 15,000 - 26,000; Full time

Job summary

Fortus Recruitment Group is seeking an experienced Customer Service Agent to join a social housing repairs and maintenance team in Kingston on a temporary 3-month basis. You will handle residents' enquiries, log repair requests and coordinate with operatives to resolve issues efficiently.

Ideal candidates will have prior customer service or contact centre experience, strong communication skills, and good IT abilities with MS Office. Immediate availability is desirable.

Qualifications

• Experience in customer service, repairs or contact centre.
• Experience in social housing, property services or repairs and maintenance is desirable.
• Excellent communication and customer service skills.
• Confident dealing with residents and customers over the phone.
• Strong administration and organisational skills.
• Good IT skills and MS Office.

Responsibilities

• Handle incoming calls and enquiries from residents regarding repairs and maintenance.
• Log repair requests accurately onto relevant systems.
• Provide residents with updates on outstanding repairs and appointments.
• Liaise with operatives, contractors and internal teams to resolve repair queries.
• Manage customer expectations and provide clear information on timescales.
• Follow up on outstanding repairs and ensure customers are kept informed.
• Maintain accurate records of calls, enquiries and actions taken.
• Support the wider repairs and customer service team with general administration.
• Ensuring all customer interactions are handled professionally and in line with company procedures.

Skills

Customer service

Phone calls

Administration

Microsoft Office

Social housing

Tools

CRM systems

Job description

Customer Service Agent

Location: Kingston
Rate: Up to £19 per hour
Contract: Temporary 3 months
Start: Immediate

Fortus Recruitment provides specialist recruitment services, supplying quality candidates on a temporary or permanent basis to leading organisations throughout the construction, property services, and social housing sectors.

We are currently working with a leading social housing organisation who are looking to recruit an experienced Customer Service Agent to join their repairs and maintenance team in Kingston on a temporary basis for 3 months.

The Role

As a Customer Service Agent, you will be responsible for dealing with residents and customers regarding repairs and maintenance enquiries, ensuring a high level of customer service and that issues are dealt with promptly and professionally.

Key Responsibilities

• Handling incoming calls and enquiries from residents regarding repairs and maintenance.
• Logging repair requests accurately onto the relevant systems.
• Providing residents with updates on outstanding repairs and appointments.
• Liaising with operatives, contractors and internal teams to resolve repair queries.
• Managing customer expectations and providing clear information on timescales.
• Dealing with complaints and escalating issues where appropriate.
• Following up on outstanding repairs and ensuring customers are kept informed.
• Maintaining accurate records of calls, enquiries and actions taken.
• Supporting the wider repairs and customer service team with general administration.
• Ensuring all customer interactions are handled professionally and in line with company procedures.

What We're Looking For

• Previous experience within a customer service, repairs or contact centre environment.
• Experience working within social housing, property services or repairs and maintenance is highly desirable.
• Excellent communication and customer service skills.
• Confident dealing with residents and customers over the phone.
• Strong administration and organisational skills.
• Ability to manage a busy workload and prioritise effectively.
• Good IT skills and experience using Microsoft Office.
• A professional, approachable and solutions-focused attitude.

Immediate availability is desirable.

Equal opportunities employer.