Inbound Customer Service Advisor – Repairs & Helpdesk

Ian Williams Ltd; West Midlands; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Monthly bonuses

Profit share

31 days annual leave

Pension 5%

Life insurance

Annual pay reviews

Training & development

Health and wellbeing support

Job summary

Ian Williams Ltd is hiring an Inbound Customer Service Advisor for the National Helpdesk (iwhub). You will handle repairs and maintenance queries from social housing clients and residents, delivering first-class service while meeting SLAs and KPIs.

The role offers a competitive base salary and benefits, with focus on customer satisfaction and teamwork within a fast-paced, supportive environment.

Qualifications

• Experience in a contact centre or call centre.
• Experience in repairs and maintenance environment.
• Strong IT skills and ability to learn new systems.
• Excellent communication and customer-focused.

Responsibilities

• Handle high volume inbound calls about repairs and maintenance.
• Provide a concise, timely, first-time resolution to customers.
• Input accurate notes and follow processes for each job/task.
• Produce KPI reports daily to support contract performance.

Skills

Customer service

Communication skills

IT skills

Tools

Scheduling system

CRM system

Job description

Ian Williams Ltd is hiring an Inbound Customer Service Advisor for the National Helpdesk (iwhub). You will handle repairs and maintenance queries from social housing clients and residents, delivering first-class service while meeting SLAs and KPIs.

The role offers a competitive base salary and benefits, with focus on customer satisfaction and teamwork within a fast-paced, supportive environment.