Inbound Helpdesk Advisor — First‑Time Customer Care

Ian Williams Ltd.; Birmingham; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Competitive base salary

Monthly bonuses

Profit share scheme

31 days annual leave

Pension contributions

Life insurance

Annual pay reviews

Training & development

Health and wellbeing support

Job summary

Ian Williams Ltd. in Birmingham seeks an Inbound Customer Service Advisor to join the National Helpdesk (iwhub).

You will handle high volume inbound calls from social housing clients and residents, delivering first-class service to resolve maintenance queries efficiently. The role offers a competitive salary of £28,583 for a 37.5-hour week, monthly bonuses, profit share, generous annual leave, pension contributions up to 5%, and benefits including life insurance and ongoing training.

Qualifications

• Experience in a contact centre or call centre.
• Able to navigate scheduling software and systems.
• Excellent communication and customer service focus.
• Decisive and customer-centric with target-driven mindset.

Responsibilities

• Handle high volume inbound calls from residents and clients to book and coordinate repairs.
• Input accurate notes into the system and follow established processes.
• Produce daily KPI and performance data for contract reporting.
• Collaborate with trades and other teams to resolve issues and deliver first-time resolutions.

Skills

Customer service

IT literacy

Strong communication

Tools

Scheduling system

Job description

Ian Williams Ltd. in Birmingham seeks an Inbound Customer Service Advisor to join the National Helpdesk (iwhub).

You will handle high volume inbound calls from social housing clients and residents, delivering first-class service to resolve maintenance queries efficiently. The role offers a competitive salary of £28,583 for a 37.5-hour week, monthly bonuses, profit share, generous annual leave, pension contributions up to 5%, and benefits including life insurance and ongoing training.