Customer Service Advisor

Job Details

A leading specialist mechanical and electrical services contractor that provide services to a range of domestic and commercial clients are seeking an experienced Customer Service Advisor to be based at ther North London based office and be the first point of contact from clients to allocate workstreams to engineers.

Main duties and Responsibilities

  • To be responsible for all jobs raised within the contracts and monitor all jobs for KPI management checks, ensuring that all jobs are attended to within time, completed within time and that all corresponding paperwork and reports are prepared and available for invoicing
  • To review jobs received during the working day and allocate accordingly to Engineers
  • To review outstanding jobs with reference to specified response times, evaluating the nature and importance of the instructions, ensuring that calls are responded to with reference to both the importance of the works and the contractual response times and updating clients where necessary
  • To enter into the “Contract Diary” relevant information of appointments made for engineer attendance/response in order to maximize attendance within response times whilst minimizing standby and travelling time
  • To check engineer’s paperwork/PDAs to ensure written details match those reported and to ensure that the engineer’s documentation is correct and accurate and scan any reports to the job, update client including any quotes if required
  • To record details of conversations or other forms of communication regarding jobs to provide an audit trail of actions taken
  • To record any site-specific information received, and to ensure that any relevant details already held are reviewed and acted upon when allocating jobs
  • Where necessary to raise and allocate specialist sub-contractors, giving response, completion and access details, and other relevant information, to ensure compliance with Client requirements
  • To chase sub-contractors for engineer reports within the expected time frames, upload on to system and update the client including any quotes if required
  • As and when required, compile contract data and associated client correspondence reports
  • To provide administration support to electrical contracts managers as and when requested
  • To use the client’s database in order to raise jobs on our works management system, update information and request target extensions
  • To compile completed jobs and update spreadsheets ready for financial evaluation.
  • Any other duties as reasonably requested

Person Specification
  • Have experience working in a busy and fast paced call centre
  • Have previous experience working with clients, engineers and dealing with tenants
  • Have a confident telephone manner
  • Demonstrate typing & Talking skills to best manage flow of calls and minimum use of make busy
  • Deliver excellent customer service
  • Be able to cope with a demanding, high volume of calls
  • Have strong communication skills
  • Use multiple systems
  • Manage a high volume of emails in a timely manner, delivering targets and KPIs
  • Be a good team player
  • Have a positive and flexible approach to work
  • Have the ability to multi-task, plan and prioritise their work in order to meet targets and deadlines
  • Have good problem-solving skills
  • Good knowledge of Microsoft Excel/spreadsheet

Salary & Package
  • £18,000 - £23,000
  • 21 days holiday increasing by 1 day every 2 years’ service up to a maximum of 25 days, plus
  • statutory days
  • Pension scheme – Auto enrolment
  • Employee Assistance Programme
  • Life insurance
  • Employee Referral Scheme
  • Staff Discounts
  • You will be part of a friendly and busy team.
  • You will receive excellent training and support in this role and there will be plenty of scope to
  • improve and enhance your current abilities. In addition, as the company continues to grow there are plenty of opportunities for career progression and advancement.

 If this role is of interest please apply today with an up to date CV.

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