Customer Service Agent

3 months ago

Garston, United Kingdom Sure Maintenance Full time

Sure Maintenance Ltd, part of the Sureserve Group, is one of the UK's leading specialists in Heating Repairs, Maintenance and Installations. They are looking to recruit conscientious and enthusiastic Helpdesk Administrators to join their existing team looking after their social housing clients.

The job description outlines the main purposes in general terms only and is not intended to be prescriptive.

You may be required to carry out other duties commensurate with the post. This will not change the character or purpose of the post but will be necessary to maintain high standards of business practice.

This job description, through Business reasons, may be altered from time to time to meet the changing needs of the Company.

Job Title

Customer Service Agent (Helpdesk) reporting to Business Improvement Lead/Manager Job Purpose

To act as the main point of customer contact for servicing and responsive maintenance. Work alongside our Regional teams with assisting all contracts to maintain high standards of customer service and create an improved customer experience.
- To meet targeted KPI’s for call adherence.
- Keep our database up to date with customer information.
- Assist Regional teams where necessary Location

Liverpool Office / Hybrid Working Opportunities Key Responsibilities

Call Handling:

- Answer inbound customer calls relating to repairs and servicing for all clients in a courteous and professional manner.
- Be on hand to support other agents.
- Act as the main point of contact for end users and manage the customer relationship.
- Answer customer queries and take ownership of any issues arising through to completion.
- Raise jobs and make appointments using the main customer database and complete any associated administrative tasks as necessary logging information accurately and concisely.
- Meet internal standards relating to quality of calls.
- Maintain standards of productivity to achieve individual and team targets.
- Work closely with the Business Support Leads to ensure that service standards are adhered to on the contracts and with clients.
- Adhere to and support the company and their clients’ policies and procedures regarding data protection and equality and diversity.

Repairs (if applicable):

- Front end customer contact providing a high level of customer care.
- Correctly diagnose repairs and aim resolve problems wherever possible without sending an engineer to visit.
- Ensure all jobs are raised efficiently & in accordance with the contract requirements.
- Provide certainty to the customer on what action will be taken, i.e estimated time of arrival.

Customer Liaison:

- Ensure the system is continually updated and accurately reflect the status of each property.
- Update customers on progress when required.

Information:

- Ensure the system is continually updated and accurately reflects the status of each property.
- Ensure the efficiency and accuracy of job notes when raising a repair.

Coordination of Resources:

- Liaise with the Business Support Leads and wider Regional Teams on Resource/Demand in peak intervals.
- In real time, deal with resource issues and prioritise to ensure response times are met.

Quality, Customer Service & Complaints Management:

- To personally handle any customer complaints to a satisfactory resolution.
- Support the administration of wider Regional Team when necessary.
- Processing of customer satisfaction feedback / surveys.

Contract Meetings:

- Attend regular performance reviews with the Line Manager & Business Support Leads.

Teamwork:

- Assist other team members when necessary and provide cover during absences.
- Any other duties commensurate for the post.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£23,500.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Work Location: In person

Reference ID: INDSURE

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