At a Glance
- Tasks: Handle inbound calls and provide top-notch customer service for repairs and maintenance.
- Company: Join Ian Williams, a company committed to fairness, inclusivity, and respect.
- Benefits: Enjoy a competitive salary, monthly bonuses, 31 days leave, and health support.
- Other info: Modern office with great transport links and opportunities for career growth.
- Why this job: Make a real impact by helping customers and contributing to team success.
- Qualifications: Customer service experience and strong IT skills are essential.
The predicted salary is between 24649 - 30127 £ per year.
Our Inbound
Customer Service Advisors are an integral part to 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 (iwhub) , 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.
At Ian Williams, We’re Committed To Fairness, Inclusivity And Respect. Your Hard Work Will Always Be Recognised And Rewarded, And With That In Mind, We Offer The Following
- Competitive base salary of £28,583 for a 37.5 hour working week
- Monthly performance bonuses
- Profit share scheme
- 31 days annual leave (inc. Public Holidays) plus buy or sell annual leave
- Pension contributions up to 5%
- Life insurance
- Annual pay reviews
- Training & development opportunities
- Health and wellbeing support via Lighthouse Charity.
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.
- You’ll act 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.
- You will input up to date, accurate and complete notes for each job/task on the system and follow process.
- You will produce KPI reports daily, to contribute to the overall Contract performance.
What will you bring as a Customer Service Advisor?
- You'll have demonstrable customer service experience gained within a contact centre or call centre, along with experience working in a repairs and maintenance 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.
- Above all, you’ll value ‘getting it right’ and take genuine pride in achieving your performance targets.
About Ian Williams Ltd.
Discover more about us by reviewing our website, and also through our social media platforms, along with Linked In, Indeed and Glassdoor.
The successful applicant will be required to complete a criminal records check.
As an organisation assessing applicants’ suitability for positions which are included in the Rehabilitation of Offenders Act 1974 (Exceptions) Order using criminal record checks processed through the Disclosure and Barring Service (DBS), we comply fully with the code of practice and undertake to treat all applicants for positions fairly.
Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer.
Diversity is more than a commitment at Ian Williams, it is the foundation of what we do.
We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.
We reserve the right to shortlist prior to the closing date.
Ian Williams Ltd will use applicants’ details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.
Customer Service Advisor Inbound employer: Ian Williams
At Ian Williams Ltd, we pride ourselves on being an exceptional employer, particularly for our Contracts Manager role based in the vibrant Plymouth area. Our commitment to fairness, inclusivity, and respect is reflected in our supportive work culture, where coaching and development are prioritised, and your contributions are both recognised and rewarded. With a range of benefits including a profit share scheme, enhanced leave options, and comprehensive health support, we offer a fulfilling environment for those passionate about delivering outstanding results and fostering team growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor Inbound
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ian Williams. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ian Williams before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor Inbound
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ian Williams:Your cover letter is your chance to shine! Tell us why you want to work at Ian Williams specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ian Williams!
How to prepare for a job interview at Ian Williams
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
