Repairs Advisor

2 weeks ago

Norwich Norfolk, United Kingdom Reed Full time

RepairsAdvisor / Customer Service Advisor

  • Job Type: Full-time
  • Location: Norwich, NR6
  • The role will initially commence on a temporary basis and will become permanent at the 13 week stage however permanent applications will be considered

We are looking for a dedicated Repairs Advisor to join our Building Services team. The ideal candidate will be central to our ‘Right First Time’ approach, providing a customer-focused and efficient frontline repairs service. You will be responsible for managing incoming calls, addressing customer enquiries, diagnosing repairs, and scheduling appointments to ensure high-quality service delivery.

Day-to-day of the role:

  • Receive inbound calls from customers who are reporting a fault or requesting a repair. Evaluate the urgency and nature of repair requests to determine the appropriate response and scheduling.
  • Take ownership of customer enquiries received via email andphone, demonstrating excellent communication skills and providing first-class customer service.
  • Administer and review customer enquiries and information across all services, ensuring follow-ups on repair queries and timely updates to clients or residents.
  • Comply with data protection principles and safeguarding policies, maintaining the security of sensitive and confidential data.
  • Accurately diagnose repair jobs, guiding residents through the process to capture detailed information for a ‘first time fix’.
  • Handle initial complaints effectively to resolve at the first point of contact and prevent escalation.
  • Ensure repairs comply with client responsibility guidelines and capture rechargeable repairs, notifying clients as required.
  • Operate a range of IT systems to provide information and services, resolving enquiries at the first point of contact.
  • Participate in user acceptance testing and proactively escalate any web/system issues.
  • Work collaboratively within the internal teams, supporting colleagues and contributing to enhanced organisational performance.
  • Develop productive working relationships with clients, colleagues, and stakeholders, communicating issues for service continuity and output consistency.

Required Skills & Qualifications:

  • Proven experience in a customer service or call centre role
  • Experience of repairs or building services environment would be advantageous
  • Strong communication and interpersonal skills, capable of handling enquiries effectively.
  • Competent in using a variety of IT systems and participating in user acceptance testing.
  • Outstanding customer service skills and a customer focused attitude
  • Knowledge of data protection and safeguarding policies.
  • Team player with a commitment to continuous improvement and building productive working relationships.

Please apply online or contact Maxine or Andrea at Reed Norwich

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