Customer Service Adviser

1 month ago


Nottingham, United Kingdom Homeserve Full time

**About The Role**:
**Customer Service Adviser**

The Planning department is responsible for delivery of the resource plan in line with budgeted expectations of the Central Operations function.
- To provide in-day support to the field workforce through the management of work levels.
- Ensure that call handling standards are met.
- Assist in ensuring that the agreed work volumes are met and monitored throughout the day as required and that available capacity is highlighted and communicated to the appropriate teams in a timely manner with a view to securing additional appointments to maintain engineer productivity levels whilst taking into account local geography, mileage / travel time and engineer skill sets
- Maintain communication with the customer to ensure that service levels and agreed appointment slots are achieved.
- To attend conference calls/hangouts when required with colleagues across the operational business.
- Work alongside the Parts team to ensure all parts processes are being adhered to.
- Liaise with Field Management to communicate and resolve workforce issues.
- Taking in-bound calls from Engineers/Field Managers and taking ownership to resolve queries as appropriate. Supporting customers within their claims journey.
- Respond to all escalation enquiries and provide solutions as required to deliver upon our Customer promises.
- Manage any jeopardy jobs to ensure mínimal disruption to customers by proactively providing a solution and taking the necessary actions to prevent disruption to customer appointments.
- Follow the agreed processes, procedures and customer service standards at all times.
- Process priority requests for vulnerable customers and liaise with the relevant department(s) to resolve customer complaints and provide the best possible solutions where required.
- Completion of any other ad-hoc duties requested to be undertaken, within reason

**About You**:
**To be successful in this role you will need to have the following knowledge, skills and attributes**:
**Essential**:

- Good communication, negotiating and influencing skills.
- Attention to detail.
- High level of customer service skills.
- Confident in dealing with customers and conflict handling.
- Ability to take ownership of issues to resolution.
- Computer literate.

Desirable:

- Experience of operating within dispatch/planning role.
- Knowledge of HML products and services.
- Fully conversant with HML systems and processes.
- Knowledge of UK geography.


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