Customer Service Advisor

3 days ago

Romford, United Kingdom CV-Library Full time

About Breyer Group

Breyer is one of the leading property services providers in the South and South East, with over 60 years of experience within the public sector. Established in 1956 by Fred Breyer, the company remains a family-owned business and we pride ourselves on continuing to work with family values in place.

Our specialist roofing, responsive repairs and refurbishment teams (also known as Roofing, Repair and Renew) deliver award-winning results through innovative, sustainable, socially-conscious and environmentally-sensitive solutions.

The Post

The Customer Service Advisor’s main duties include dealing with residents, clients and sub contractors, working with the IT systems, managing operative’s diaries and general typing and administration. Exceeding customer expectations and problem solving to the point of resolution are key priorities for this post-holder to have.

Flexibility

In order to work effectively in a changing environment, flexibility is required from the post holder. This may be that other tasks are undertaken and/or location of base may change. These will be within the same level of responsibility and terms and conditions of employment.

Main Responsibilities

Professionally handle enquiries from all customers, document accordingly and resolve effectively.

Consistently demonstrate high levels of customer service standards and professional relationship with all customers.

Utilise the issue resolution process, deal with calls to a conclusion or advise customer of next action/process

Inputting & updating works orders on to the “Service Manager” IT system and issuing those works orders to operatives/sub-contractors.

Make outbound calls to update customers on progress and complete customer satisfaction surveys.

To develop and maintain a central filing system for the department and to be responsible for the maintenance of storage and retrieval systems both computerised and manual.

Assist in the production of client KPI data and providing reports to substantiate this.

Agree with the Team Leader personal KPI goals and skills/development objectives.

Work with the Team Leader to improve performance, identify development needs and achieve learning plans.

Identify internal process improvements and contribute ideas which may improve the CC performance and/or extend its capability.

To contribute to the effective running of a large, dynamic, diverse section with ambitious targets and evolving structures.

General duties

To liaise with relevant staff as required.

To maintain confidentiality regarding client information at all times.

To operate within the equal opportunities policy framework and implement the policy within this area of work.

As required, to attend training sessions, conferences and staff meetings in line with our commitment to Investors in People.

To be self servicing in the area of administrative functions.

To be flexible with regard to working hours where requested (occasional evening and weekend work may be necessary).

To liaise with relevant staff and outside authorities/agencies as requested.

To adhere to Breyer Group’s health and safety policy.

To adhere to Breyer Group’s equality and diversity policy.

To adhere to Breyer Group’s environmental standards and accreditations.

Other Responsibilities

Other responsibilities for this particular post include contributing to the successful delivery of the full range of functions of the Surveying team. These are to be carried out in the absence of and alongside members of the surveying team.

Person Specification

The successful candidate should meet the following requirements:

Essential

Knowledge and Skills

Experience of working with the public in a customer focused environment.

Excellent verbal and written communication skills, telephone skills and interpersonal skills.

Excellent planning and organisational skills.

Experience of developing a range of administrative and office systems and of servicing meetings.

Substantial word processing experience with a good understanding of Word, Excel, Powerpoint

Experience of undertaking projects independently, and seeing projects thorough to completion.

Personal attributes and skills

Ability to work as part of a team and on own initiative.

Excellent time management skills with ability to prioritise own workload, deal with conflicting demands and meet tight deadlines.

Ability to show tact and discretion when dealing with sensitive and confidential information.

Excellent oral and written communication skills, telephone skills and interpersonal skills.

Good keyboard skills.

Excellent planning and organisational skills.

An understanding of and commitment to equal opportunities.

Excellent attention to detail.

Excellent analytical skills.

Flexibility and willingness to work outside normal office hours when the occasion demands.

Desirable

Experience of working in the construction industry.

Experience of working at administrator level. With a good understanding of all computer programmes as mentioned above.

Experience of managing complaints queries

Fluent in a second language

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