Job Title: Repairs Advisor

Location of the job: Peterborough PE1 (Office based)

Contract type: Permanent

Salary: 25,200

Weekly hours: 35 hours

Job Purpose

The role of the Repairs Advisor is to handle a high volume of inbound calls to the repairs line while accurately diagnosing, raising and scheduling a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors). You'll need to be confident using own initiative and have the ability to update systems and follow processes.

Responsibilities

Act as the first point of contact for customers and colleagues, successfully handling a wide range of queries (including accurately diagnosing, scheduling and logging repairs) right first time only escalating to specialist teams and contractors when required.Offer a speedy, consistent and professional customer experience across a range of channels (voice calls, live chats, emails, customer portal, mobile app, CRM, telephony systems, repairs systems).Quickly and accurately record and update all customer contacts and requests for services, repairs, bookings and appointments using all relevant in-house systems.Contribute to achieving contact centre targets for grade of service, abandoned calls, right first time, customer portal/app sign ups and overall customer satisfaction, following agreed policies and procedures.Take ownership of customer queries and see them through to resolutionPerson Specification

Previous contact centre experience

Knowledge of repairs and maintenance servicesExceptional customer service skills including dispute managementConfidently use Microsoft Office and other IT systemsStrong negotiation and communication skills - verbally and in writingAbility to manage a busy workload with conflicting prioritiesA positive and practical approach to problem solvingExperience of working in a pressurised environment

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)