Repairs Planner

Build Recruitment Limited

Basildon

On-site

GBP 28,000 - 33,000

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

Holiday Entitlement

Enhanced Pension Plan

Healthcare

Life Assurance & Accident Cover

Share Save

Flexible Working

Cycle to Work

Wellbeing Support

Learning & Development

Volunteering

Eye Care

Job summary

Build Recruitment Limited in Basildon is hiring a Customer Service Advisor. The role is office-based from 8am to 5pm, full-time, and pays £27,500 per annum. You will liaise with clients, sub-contractors, and suppliers to schedule appointments in line with SLAs.

Responsibilities include handling calls and emails, updating the MSi system, and coordinating with planners to ensure timely service delivery. Benefits and a supportive team culture are highlighted.

Qualifications

Experience in customer service roles is preferred.
Ability to communicate clearly with clients and colleagues.
Proficient in handling calls and emails and data entry.

Responsibilities

Respond to inbound calls and emails promptly and professionally.
Tailor responses to different customer groups to meet needs.
Log and update client information and appointment details in the system.
Schedule appointments in line with SLAs and operational constraints.
Collaborate with planners and supervisors to manage rebookings when required.
Capture detailed notes to support on-site operatives at first contact.

Skills

Customer Service

Communication Skills

Telephone Handling

Problem Solving

Tools

MSi System

Job description

Role: Customer Service Advisor
Salary: £27,500 per annum
Hours: 8am to 5pm, full time office based
Permanent - Full Time

We are looking to recruit a Customer Service Advisor to join our team on our team in Basildon

About the Role

Joining our team,you'llbe responsible forliaising with clients, sub-contractors,suppliersand supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given.You'llliaise with our supervisory teams and the regional buyers to ensure materials / equipment is ready for use at the agreed appointment times.

Responsibilities

Take ownership for responding to inbound communications (calls and emails).
Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer's needs.
Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience
Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of ther gas or electricity meter, re-setting a blown fuse, etc).
Where an appointment is required, work to ensure that it is offered in line with contractual Service Level Agreements (SLAs), the customer's preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet).
Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information
Where a resident wants to re-book an appointment, it may be necessary to liaise direct the Planners and Service Controllers to communicate short-notice changes
Capture detailed notes on the system to support operatives in completing a first time fix on site.
Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative
Actively embrace and support a culture of accountability and service excellence
Assist service Operatives and or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.
Escalate existing repair jobs to Planners or alert the Team Leader to issues requiring intervention.li>
Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers.
Liaise with the Planning team as appropriate to ensure all works are carried out within agreed timeframes.
Take reasonability for your own and your team's performance, ensuring Key Performance Indicators (KPIs) are achieved and where required improvements in performance pursued.
Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.