Helpdesk Customer Service Advisor – Repairs & Housing

Ian Williams; United Kingdom; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Monthly performance bonus

Profit sharing

31 days annual leave

Pension contributions up to 5%

Life insurance

Annual pay reviews

Training & development opportunities

Health and wellbeing support via Light

Job summary

Ian Williams Ltd. is seeking an Inbound Customer Service Advisor for our National Helpdesk (iwhub).

In this fast-paced role you will handle high-volume repairs and maintenance enquiries from social housing clients or residents, delivering first-class service and timely resolutions. You will use our scheduling system, input precise notes, produce daily KPI reports, and collaborate with on-site operatives and other teams.

Qualifications

• Experience in a contact centre or call centre environment.
• Strong IT skills and ability to learn new systems quickly.
• Excellent communication and decisive, customer-focused problem solving.

Responsibilities

• Handle high-volume inbound calls regarding repairs and maintenance.
• Provide first-class service with concise, timely resolutions.
• Coordinate with residents and trade operatives to ensure appropriate service.
• Input up-to-date notes for each job and follow processes.
• Produce KPI reports daily to support contract performance.

Skills

Customer service experience

IT skills

Communication skills

Decision making

Pressure handling

Tools

Scheduling system

Job description

Ian Williams Ltd. is seeking an Inbound Customer Service Advisor for our National Helpdesk (iwhub).

In this fast-paced role you will handle high-volume repairs and maintenance enquiries from social housing clients or residents, delivering first-class service and timely resolutions. You will use our scheduling system, input precise notes, produce daily KPI reports, and collaborate with on-site operatives and other teams.