Diagnostic Repairs Advisor - Part-time, Fixed Term Contract (16 hours per week)

Norwich City Services Limited; Norwich; On-site; GBP 15,000 - 18,000; Part time

Benefits offered by this job

Living Wage Employer

Cycle to Work Scheme

Supportive and inclusive environment

Employee Assistant Support

Occupational Health

Learning and development

25 days annual leave

8 bank holidays pro-rata

Job summary

Norwich City Service Limited is seeking a Diagnostics Repairs Advisor for a part-time, fixed-term contract of 6 months, 16 hours per week. The role is on-site and hours are scheduled by mutual agreement.

You will handle building services calls, diagnose repair needs, and arrange appointments with a focus on Right First Time. We require relevant training in customer service or experience in a customer contact environment, the ability to navigate multiple computer systems, and a proven track

Qualifications

• Relevant training in customer services or experience in a customer contact environment.
• Ability to handle a broad range of customer inquiries.
• Experience in a customer contact team or administrative setting with understanding of property and repairs.

Responsibilities

• Manage incoming calls related to building services and diagnose repair needs.
• Schedule appointments effectively with a focus on Right First Time.
• Deliver high-quality customer service while adhering to corporate and legal standards.

Skills

Customer service

Communication

Emotional intelligence

Computer systems

Tools

CRM software

Job description

Diagnostic Repairs Advisor - Part-time, Fixed Term Contract (16 hours per week)

Job Type

Part-time, fixed-term contract for a period of 6 months

Workspace

On-site

About the Role

We have an exciting opportunity for a Diagnostic Repairs Advisor to join the Norwich City Service Limited (NCSL) team. This is a part-time position, working 16 hours per week. The role is offered on a fixed-term contract for an initial period of 6 months, with the potential to become a full-time position based on business needs. The 16 weekly working hours will be scheduled by mutual agreement on a contractual basis between the successful candidate and the business. If you are an effective communicator, detail-oriented, and thrive in a fast-paced environment, we would love to hear from you.

Please note: there are currently 2 positions open for part-time roles as a Diagnostics Repairs Advisor. One for 20 hours per week, and another for 16 hours per week. When applying, please specify in the \"position\" field which advert you would like to be considered for. As the application is the same, you are welcome to put down \"16 and 20 hours Diagnostics Repairs Advisor\" for the position applying for if you are intrested in both. We will then consider your application for both roles.

About the Role?

The role entails delivering a customer-centric and efficient frontline repairs service, primarily by managing incoming calls related to building services. Responsibilities include addressing customer inquiries, diagnosing repair needs, and scheduling appointments effectively. A key focus is on ensuring a \"Right First Time\" approach, where the urgency and nature of repair requests are evaluated to determine the appropriate response.

We are seeking candidates with relevant training in customer service or experience in a customer contact environment, as this is essential for the role. Applicants must demonstrate the ability to handle a diverse range of customer inquiries and possess proficiency in navigating multiple computer systems. Experience in a customer contact team or a similar administrative setting is crucial, along with a solid understanding of property and repair aspects. The ideal candidate will provide exceptional customer service while adhering to corporate and legal standards, consistently delivering high-quality service. Effective communication skills and emotional intelligence are necessary to assess and address customer needs, particularly when dealing with complex inquiries, ensuring clarity and proper language use.

Why Chose Us?

• Living Wage Employer


• Cycle to Work Scheme


• Supportive and inclusive environment and culture


• Employee Assistant Support and Occupational Health


• Commitment to learning and development


• 25 days annual leave, rising up to 30 with a completion of 5 years of service. Plus 8 bank holidays. (pro-rata for part-time workers)

This is a part-time position of 16 hours per week. We are pleased to welcome applications from candidates seeking part-time opportunities and are committed to supporting flexible working arrangements where possible.

Closing Date: Thursday 17 September 2026 – please note this vacancy may close earlier if a high number of applications have been received.

Please note, if you have not heard from us within 2 weeks of the closing date, your application has been unsuccessful.

Requirements

Relevant Training in customer services and/or experience working in a customer contact environment

Dealing with broad range of customers and their different types of enquiries

Working in a customer contact team or similar administrative field

About the Company

Responsible for key operational delivery and maintenance of Norwich city's streets, parks and properties by utilising all of the services that our environmental and building repairs teams have to offer.

We locally employ over 300 people with plans of continuous growth, aligned with high aspirations of excellent service delivery. Additionally, we also cater for various private businesses and residents across the city.

NCSL's mission is to deliver efficient and effective environmental and building maintenance services, always putting the customer first, protecting the quality of the environment while embracing our company values and behaviours to enhance the lives of the Norwich community.

Our aim is to create a more inclusive environment that truly balances purpose and culture; one that considers the impact of their decisions on the community and employees. We are passionate about the services we deliver and strive to have a work setting where our company values of accountability, respect and equality are at our core.