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- Tasks: Be the voice of our company, helping customers and scheduling appointments with ease.
- Company: Join a leading firm in the housing and construction sector with a supportive team.
- Benefits: Enjoy 26 days holiday, healthcare perks, flexible working, and professional development opportunities.
- Why this job: Make a real difference by providing excellent customer service and support to clients.
- Qualifications: Experience in customer service or the housing/construction sector is a plus.
- Other info: Dynamic work environment with opportunities for growth and recognition.
The predicted salary is between 27500 - 27500 £ per year.
We are looking to recruit a Customer Service Advisor to join our team in Basildon.
About the Role
Joining our team, you’ll be responsible for liaising with clients, sub-contractors, suppliers and supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given. You’ll liaise with our supervisory teams and the regional buyers to ensure materials/equipment is ready for use at the agreed appointment times.
Responsibilities
- Take ownership for responding to inbound communications (calls and emails).
- Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
- Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
- Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience.
- Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of the gas or electricity meter, re-setting a blown fuse, etc).
- Where an appointment is required, work to ensure that it is offered in line with contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints.
- Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information.
- Where a resident wants to re-book an appointment, it may be necessary to liaise directly with the Planners and Service Controllers to communicate short-notice changes.
- Capture detailed notes on the system to support operatives in completing a first time fix on site.
- Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative.
- Actively embrace and support a culture of accountability and service excellence.
- Assist service Operatives and/or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.
- Escalate existing repair jobs to Planners or alert the Team Leader to issues requiring intervention.
- Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers.
- Liaise with the Planning team as appropriate to ensure all works are carried out within agreed timeframes.
- Take responsibility for your own and your team’s performance, ensuring Key Performance Indicators (KPIs) are achieved and where required improvements in performance pursued.
- Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.
Benefits
- 26 Days Holiday & Bank Hols
- Enhanced Pension Plan
- Healthcare Cash Plan (Including 24hr GP)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Work Perks Discounts & Vouchers
- Buy & Sell Holiday
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
- Learning & Development Opportunities
- Extensive Wellbeing Support, including EAP
- Loyalty & Values Awards
- Funded Professional Subscription
- Eye Care Vouchers
If you have experience within the housing/construction or repairs sector, please apply or call Leah Seber for more information.
Customer Service Advisor employer: Build Recruitment Limited
Contact Detail:
Build Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and culture. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing your experience and how it relates to the Customer Service Advisor role.
✨Tip Number 3
Show off your skills! Be ready to share specific examples of how you've handled customer queries or resolved issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service. We want to see how your skills match the role of a Customer Service Advisor, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills: Since you'll be liaising with clients and suppliers, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and maybe even share an example of how you’ve effectively resolved a customer issue in the past.
Follow the Job Description: Pay close attention to the job description and ensure you address the key responsibilities and requirements in your application. We love it when candidates show they understand what we’re looking for and how they can contribute to our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Build Recruitment Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Advisor. Familiarise yourself with the job description and think about how your past experiences align with the tasks mentioned, like liaising with clients and managing appointments.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This role requires understanding different customer personas, so show that you can listen carefully to questions and respond thoughtfully. It’s a great way to showcase your communication skills!
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples where you've successfully handled customer inquiries or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Show Your Enthusiasm for Service Excellence
Express your passion for delivering excellent customer service. Share any experiences where you went above and beyond for a customer, and highlight your commitment to continuous improvement. This will resonate well with the company’s values and culture.
