Inbound Customer Service Advisor: Repairs Helpdesk

IAN WILLIAMS LIMITED; Birmingham; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Monthly bonuses

Profit sharing

31 days annual leave

Pension contributions

Life insurance

Annual pay reviews

Training & development

Health & wellbeing support

Job summary

Ian Williams Ltd. in Birmingham is seeking an Inbound Customer Service Advisor to join our National Helpdesk (iwhub).

You will handle high-volume inbound calls regarding repairs and maintenance from residents and social housing clients, delivering first-class service within SLAs and KPIs. Based in our Birmingham office, you will input accurate notes, support dispatch with the right information, and contribute to daily KPI reports while enjoying a competitive salary and benefits package including

Qualifications

• Demonstrable customer service experience gained within a contact centre or call centre.
• Experience in repairs and maintenance environment is a plus.
• Strong IT skills and ability to learn new systems.
• Excellent communication and decision-making abilities.

Responsibilities

• Handle high-volume inbound calls from residents and social housing clients.
• Input up-to-date notes for each job/task and follow processes.
• Produce KPI reports daily to support contract performance.
• Assist trade operatives on site and help resolve issues promptly.

Skills

Customer service

IT skills

Communication

Decision making

Performance focus

Job description

Ian Williams Ltd. in Birmingham is seeking an Inbound Customer Service Advisor to join our National Helpdesk (iwhub).

You will handle high-volume inbound calls regarding repairs and maintenance from residents and social housing clients, delivering first-class service within SLAs and KPIs. Based in our Birmingham office, you will input accurate notes, support dispatch with the right information, and contribute to daily KPI reports while enjoying a competitive salary and benefits package including