Service Care Solutions Ltd

Repairs Customer Services Advisor

Job title - Repairs Customer Services Advisor


Location - London E15


Contract - Temporary ongoing


Hours - Full Time 35 hours ( Fully office based )


Start Date: ASAP


We are seeking a dedicated and customer-focused Repairs Customer Services Advisor to join our Repairs Contact Centre team.

In this full-time, office-based role, you will play a vital part in providing exceptional front line service, handling a variety of service requests, and offering guidance related to housing repairs.


Duties would include:



  • 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



Essential criteria and experience:




  • Clear understanding of the operational service provided within the Repairs Contact Centre.

  • Previous contact centre experience

  • 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







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