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Repairs Customer Service Advisor

4 months ago

Loughton, United Kingdom REGEN SOLUTIONS (U.K) LTD Full time

**Customer Service Advisor**
**Local Authority**
**Temp - Perm
Loughton, Essex
£22,000 - £23,000 PA**

**The role**:
You will be first point of contact for the customers and will book in the first initial job and diagnose the repair required. You will be working directly under the team leader to ensure all information is taken accurately and customers data capture requirementsare adhered to.

**Responsibilities**:

- Pick-up all incoming calls from tenants
- Passing calls onto the correct team
- Regular watch of the wallboard to see calls is queue etc.
- Follow the greetings script for the call duration
- Book-in all new jobs via Microsoft Dynamics for job allocation and add as many notes as required for future reference.
- Diagnose repair and ensure all details are covered to maintain getting the job done right first time
- Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call
- Raise jobs from the Repairs in-box (set daily targets pp per day by Call Centre Supervisor)
- Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
- Raise recalls and send out any letters as and when necessary.
- If a residents/client calls with no show/query - call the operative/subcontractor or alternatively pass to the planners
- Pass jobs to the planner queue for planners to deal with if allocation of job cannot be found or accommodated with the resident
- Liaise with the planners with queries called through
- Liaising with the planned works team if a query comes through for planned jobs taking place

**Requirements**:

- Great telephone manner
- Previous experience in a similar position

**Customer Service Advisor**
**Local Authority**
**Temp - Perm
Loughton, Essex
£22,000 - £23,000 PA