Customer Service Advisors/planners Fortem Solutions

**The Role**

Due to business growth and winning new contracts Fortem are pleased to announce that we currently have a number of opportunities available to join our specialist support service facility also known as our Fortem SMART Hub based in Hitchin, Hertfordshire.

The SMART Hub is a key link in the business, providing a consistent service and approach to planning, including appointment scheduling, working to achieve contracted service levels and KPI performance. We are looking for Customer Service Advisors and Plannersto join our busy, pro-active SMART Hub team If you would like to be considered for one of these opportunities, we would love to hear from you.

We offer a competitive salary in addition to a comprehensive benefits package* including a company pension scheme, life assurance, discounted private medical cover, incentive scheme, 24 days annual leave plus birthday leave and Bank Holidays paid and manymore You will be joining a values based business with a true family ethos, with our people at the heart of everything that we do. Are you looking for a job? Or are you looking for an employer who will welcome you, support you, and encourage you to be thebest you

**The Project**

Our Customer Service Advisors and Service Planners work together to plan and schedule jobs for a team of trades people, to deliver excellent customer service and maximise efficiency and productivity of the team. Service Planners focus on booking in futurejobs, whilst Customer Service Advisors focus on past and current jobs that were not completed, re-booking them with the Service Planners, along with any emergency jobs that come in. You will need to be pro-active and organised to ensure all works are allocatedand completed within the given timescales, and all customers are satisfied with the service provided. If you enjoy customer interaction and have the ability to articulate a situation, and have a professional, personable and adaptable style; we would love tohear from you

**Essential and Desirable Criteria**

Essential Criteria:

- Excellent planning skills
- Common sense approach
- Driven by achieving targets
- Ability to engage people and build strong working relationships with trades, colleagues, client and managers
- Good telephone manner - proven experience in managing telephone enquiries from field based colleagues /customer enquiries
- Excellent communication, organisation and Customer Service skills
- Problem solving skills, analytical capability
- Ability to work well under pressure and be resilient
- IT skills
- Ability to retain information in a fast paced environment

Desired Criteria:

- Previous customer service or call centre experience
- Experience in social housing repairs and maintenance
- Trade experience for problem diagnosis

**Personal Qualities** At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: loyal & united, honest &trustworthy, take responsibility, be proud, and listen & act. If you are passionate about what you deliver, and willing to go the extra mile then come and join our Fortem team, and become a great ambassador of our business.

**Additional Information**

We offer a competitive salary in addition to a comprehensive benefits package* including a company pension scheme, life assurance, discounted private medical cover, incentive/bonus schemes, employee trade discounts, and many more. We offer you a bright future,one where you will have the opportunity to develop your career with a fast moving, forward thinking company, who recognise and rewards your achievements.

**About Us**

Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a valuesbased business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.