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- Tasks: Handle inbound calls, providing top-notch customer service for repairs and maintenance.
- Company: Join Ian Williams Ltd, a leader in responsive maintenance with a commitment to diversity.
- Benefits: Enjoy monthly bonuses, profit sharing, 31 days holiday, and ongoing training opportunities.
- Why this job: Make a real impact in a fast-paced environment while developing your skills and career.
- Qualifications: Customer service experience and strong IT skills are essential; communication is key!
- Other info: Work in a modern office with great transport links and supportive facilities.
The predicted salary is between 24000 - 36000 £ per year.
Our Inbound Customer Service Advisors are an integral part of the 'Responsive Maintenance' arm at Ian Williams, and we are looking for an additional team member to join our growing team. As an Inbound Customer Service Advisor, you are part of the National Helpdesk (The Hub), and you will enjoy the dynamics of working within a fast-paced and sometimes pressurised environment, working to SLAs and KPIs.
You will have a real impact working in the Helpdesk by providing the best customer service possible to our customers. By achieving this excellence, together with your team, you will be contributing to the company-wide success of Ian Williams.
Benefits:- Opportunity to earn more with monthly bonuses, based on performance
- Be part of our annual company profit share (14% achieved last year)
- Employer pension contribution of up to 5%
- 31 days paid holiday (including bank holidays), with options to buy or sell additional days
- Ongoing training and development opportunities within the iwhub
- Life Insurance
- Annual pay reviews
- Enhanced maternity/paternity pay
- Trade discounts from our preferred suppliers for you and your friends and family
- Access to the Lighthouse Construction Industry Charity for health and wellbeing support, including free legal and financial advice
We offer our iwhub employees a modern, spacious, and open plan office with easy public transport access (train & buses) and onsite parking for drivers. The office also offers a fully equipped kitchen with facilities, comfortable and private break out areas, as well as a designated prayer room for worship.
You will receive high volume calls regarding repairs and maintenance enquiries from our social housing clients or the residents themselves. In addition to:
- Using our dynamic scheduling system and technology, you will answer inbound calls, taking pride in delivering a 1st class experience to our customers in a concise, timely and efficient manner to ensure you are always striving for 1st time resolution.
- Managing the emerging day, dealing with emergencies and exceptions, to ensure the most appropriate service is delivered to our residents and followed up by the correct departments.
- Acting as the first point of contact for our customers and our trade operatives to help with issues when they are on site, always helping to provide resolutions.
- Inputting up to date, accurate and complete notes for each job/task on the system and following process.
- Producing KPI reports daily, to contribute to the overall Contract performance.
- Demonstrable customer service experience ideally obtained from within a contact centre/call centre or similar fast-paced, dynamic environment
- Strong IT skills with the aptitude to pick up new systems and be able to follow process and procedure
- Excellent communication skills with the strength of character to make decisions and follow them through to completion and satisfaction, whilst always holding the customer at the heart.
- Value 'getting it right' and take genuine pride in achieving your performance targets.
The successful applicant will be required to complete a criminal records check. Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. We reserve the right to shortlist prior to the closing date.
Contact Detail:
Ian Williams Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor Inbound
✨Tip Number 1
Familiarise yourself with Ian Williams Ltd and their values. Understanding their commitment to customer service and diversity will help you align your responses during any interviews or discussions.
✨Tip Number 2
Prepare for common customer service scenarios that may arise in the role. Think about how you would handle high-pressure situations or difficult customers, as these are likely to come up in the interview.
✨Tip Number 3
Showcase your IT skills by being ready to discuss any relevant software or systems you've used in previous roles. Being able to demonstrate your tech-savviness can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Ian Williams Ltd on platforms like LinkedIn. They can provide insights into the company culture and the expectations for the Customer Service Advisor role.
We think you need these skills to ace Customer Service Advisor Inbound
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor Inbound at Ian Williams Ltd. Highlight your relevant experience in customer service and how it aligns with the job description.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the role. Emphasise your customer service experience, particularly in fast-paced environments, and any IT skills that may be beneficial.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to thrive under pressure. Use specific examples from your past experiences to demonstrate how you can contribute to the team at Ian Williams Ltd.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at Ian Williams Ltd
✨Showcase Your Customer Service Experience
Make sure to highlight your previous customer service roles, especially in fast-paced environments. Share specific examples of how you handled challenging situations and achieved positive outcomes for customers.
✨Demonstrate Strong Communication Skills
During the interview, focus on your ability to communicate clearly and effectively. Practice articulating your thoughts and responses, as this role requires excellent communication with both customers and team members.
✨Familiarise Yourself with SLAs and KPIs
Understand what Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are, as they are crucial in this role. Be prepared to discuss how you can contribute to meeting these targets and why they matter in customer service.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you successfully resolved issues or improved customer satisfaction, and be ready to explain your thought process.
