Senior Repairs Customer Services Advisor

6 hours ago


Teddington, United Kingdom RHP Group Full time

Connect with what you'll do.

In the role you'll:
 Support the managers with the day to day running

of the team, providing help and advice in the

moment.

 Take ownership to manage escalation calls and

support external stakeholder contact

 Use Touchpoint to monitor team performance and

achieve team objectives.

 Work with the management team to manage the

rota.

 Attend and engage in operational management

meetings where applicable

 Update the Knowledge Hub and Help and Advice

pages, keeping information up to date, helpful and

relevant

 Deputise for the manager where needed.

 Identify training needs within the team and

organise and provide training where needed.

 Work with the management team to improve

quality and performance within the team by

running coaching sessions and undertaking call

listening and digital contact reviews in line with

our quality framework.

 Support the induction process for new starters

within the team.

 Build strong relationships with other teams to

ensure great baton passing to deliver great service

to our customers.

Connect with how you'll do it.

We're looking for someone with experience of:
 Delivering excellent customer service as part of a

repairs customer services team

 Using MS Office including Word and Excel.

 Using CRM.

The key behaviours we expect in the role are:
 Role modelling our values: We know our stuff /We make it happen / We care

 Demonstrating inclusive behaviours, respecting

and embracing difference and listening to other

people’s unique perspective.

 Communicating passionately and authentically

across different channels, adapting your style and

methods to meet the needs of a diverse range of

customers and colleagues.

 Being digitally savvy, learning our systems quickly

and using them to deliver an amazing customer

experience.

 Communicating clearly, concisely, and thoughtfully

both verbally and in writing

 Working in an organised, methodical way with

excellent accuracy and attention to detail

 Making wise decisions and solving problems

without overcomplicating things, understanding

the needs of customers and the different tenures

 Championing collaborative working across the

organisation.

 Building trust by doing what you say you will.

 Holding your hands up if you make a mistake and

quickly re-focusing to put things right.

 Seizing opportunities by being brave and stepping

outside of your comfort zone

 Demonstrating a good understanding of GDPR and

data requests.

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

Pay: £34,000.00 per year

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Teddington, TW11 8GT



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