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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: Modern office with great transport links and a supportive work culture.
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’ll 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.
The Customer Service Advisor role:
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.
What will you bring as a Customer Service Advisor?
- 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. Ian Williams Ltd will use applicants’ details for recruitment purposes only.
Customer Service Advisor Inbound employer: Ian Williams Ltd
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 the interview, showcasing that you share their ethos.
✨Tip Number 2
Prepare for common customer service scenarios that may arise in a call centre environment. Practising how you would handle high-pressure situations or difficult customers can demonstrate your problem-solving skills and readiness for the role.
✨Tip Number 3
Brush up on your IT skills, especially if you're not familiar with dynamic scheduling systems. Being able to quickly adapt to new technology will be a significant advantage, as it’s crucial for managing calls efficiently.
✨Tip Number 4
Showcase your communication skills by preparing to discuss examples of how you've successfully resolved customer issues in the past. This will highlight your ability to put the customer first, which is essential for this 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 at Ian Williams Ltd. Highlight your relevant experience in handling high volume calls and providing excellent customer service.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your customer service experience, IT skills, and ability to work in a fast-paced environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the company's values. Mention specific examples of how you've successfully resolved customer issues in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise to make a strong impression.
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. Be ready to share specific examples of how you handled challenging situations and ensured customer satisfaction.
✨Demonstrate Strong IT Skills
Since the role requires using a dynamic scheduling system, be prepared to discuss your IT skills. Mention any relevant software or systems you've used before, and express your eagerness to learn new technologies.
✨Communicate Clearly and Confidently
Excellent communication is key for this position. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to refine your delivery.
✨Understand Ian Williams Ltd's Values
Research Ian Williams Ltd and understand their commitment to diversity and customer service excellence. Being able to align your values with theirs during the interview will show that you're a great fit for their team.
