Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Repairs Advisor

Job Title: Repairs Advisor
Location of the job: Peterborough PE1 (Office based)
Contract type: Permanent
Salary: £25,200
Weekly hours: 35 hours

Job Purpose

The role of the Repairs Advisor is to handle a high volume of inbound calls to the repairs line while accurately diagnosing, raising and scheduling a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors).

You'll need to be confident using own initiative and have the ability to update systems and follow processes.

Responsibilities



  • Act as the first point of contact for customers and colleagues, successfully handling a wide range of queries (including accurately diagnosing, scheduling and logging repairs) right first time only escalating to specialist teams and contractors when required.

  • Offer a speedy, consistent and professional customer experience across a range of channels (voice calls, live chats, emails, customer portal, mobile app, CRM, telephony systems, repairs systems).

  • Quickly and accurately record and update all customer contacts and requests for services, repairs, bookings and appointments using all relevant in-house systems.

  • Contribute to achieving contact centre targets for grade of service, abandoned calls, right first time, customer portal/app sign ups and overall customer satisfaction, following agreed policies and procedures.

  • Take ownership of customer queries and see them through to resolution


Person Specification

Previous contact centre experience



  • Knowledge of repairs and maintenance services

  • Exceptional customer service skills including dispute management

  • Confidently use Microsoft Office and other IT systems

  • Strong negotiation and communication skills - verbally and in writing

  • Ability to manage a busy workload with conflicting priorities

  • A positive and practical approach to problem solving

  • Experience of working in a pressurised environment



If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk