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Customer Service Specialist

2 months ago

London, Greater London, United Kingdom Wates Group Full time

About the Role

We are seeking a dedicated and experienced Customer Service Specialist to join our team in providing exceptional support to our clients within the repairs and maintenance sector.

As a key point of contact, you will be responsible for handling customer inquiries, diagnosing repair requests, and coordinating appointments with our skilled operatives. Your ability to effectively communicate, problem-solve, and work under pressure will be essential in ensuring customer satisfaction and smooth operational workflows.

Key Responsibilities:
  • Provide prompt and courteous responses to customer inquiries via telephone and other communication channels.
  • Accurately assess repair requests, gather necessary information, and select suitable appointments within our comprehensive repairs management system.
  • Monitor the system for urgent repair needs and prioritize accordingly to ensure timely resolution and adherence to service level agreements.
  • Collaborate with duty surveyors to obtain approvals for variations in work scope, ensuring seamless project execution.
  • Maintain a high level of professionalism and customer focus in all interactions, fostering positive relationships with clients.
About Wates Group

Wates is a leading family-owned development, building, and property maintenance company with a rich history spanning over 125 years. We are committed to creating thriving places for people to live, work, and enjoy. Our core values of sustainability, inclusivity, and innovation drive our operations and guide our interactions with customers, partners, and communities.

We are proud to be recognized as a Gold Investors in People employer and a Disability Confident organization, demonstrating our commitment to creating a diverse and inclusive workplace.