Job: Customer service advisor 

Location: Slough 

Salary: £24,000k

Start: ASAP

Holidays: 25 holidays + bank holidays + Birthday off 

Contract: Permenant 

Main tasks /Responsibilities - Will include planning, controlling, monitoring, communicating aspects and end results.

• Pick-up all incoming calls within set timescales (20seconds)
• Regular watch of the wallboard to see calls is queue etc
• Follow the greetings script for the call duration
• Book-in all new jobs via Accuserv, Keyfax and Opti for job allocation and add as many notes as required for future reference.
• Follow keyfax and ensure all details are covered to maintain getting the job done right first time
• Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call
• Pass calls to relevant departments ensuring resident/client is updated before passing over
• Always check the job history before logging new jobs to ensure no duplication
• Raise jobs from the Repairs inbox (set daily targets pp per day by Call Centre Supervisor) 
• Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
• Raise recalls and send out any letters as and when necessary.
• If a residents/client calls with no show/query – call the operative/subcontractor or alternatively pass to the planners
• Pass jobs to the planner queue for planners to deal with if allocation of job cannot be found or accommodated with the resident
• Email relevant parties within the same day with any updates/messages etc.
• Liaise with the planners with queries called through
• Liaising with the planned works team if a query comes through for planned jobs taking place
• Update client/resident if required on any job by COP the same day
• Help the Customer Solutions Supervisor with Ad-hoc requests/tasks
• Have an understanding of the contract and commercial side of the business (budgets, coding and job allocations)
• Aid team members as and when required
• Flexibility of shift cover if last minute AL, sickness etc.
• One IO per person, per month
• Attend team meetings as and when required
• Report to work within set shift times and call the Supervisor in advance if any problems/delays
• Ensure breaks and lunches are taken within set times and logged back-in on time
• Adhere to Osborne H&S regulations at the workplace and report any incidents if required
• Uphold core responsibilities at all times