Customer Solutions Advisor
About this Role:
My client is looking to recruit a Customer Solutions Advisor for a 3 month contract that could go permanent for the right candidate. You will be first port of call for residents and the client to log repairs and aid in any queries/questions required ensuring customer satisfaction is met at all times.
You will be required to:
Pick-up all incoming calls within set timescales (20seconds)
Regular watch of the wallboard to see calls is queue etc.
Follow the companies greetings script for the call duration
Book-in all new jobs via CRM / Accuserv, Keyfax and Opti for job allocation and add as many notes as required for future reference.
Follow keyfax and ensure all details are covered to maintain getting the job done right first time
Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call
Assisting with the Planning Team as and when required, including scheduling in all jobs.
Pass calls to relevant departments ensuring resident/client is updated before passing over
Always check the job history in AccuServ before logging new jobs to ensure no duplication
Raise jobs from the Repairs inbox (set daily targets pp per day by Call Centre Supervisor)
Raise any issues/concerns observed to the relevant party (Supervisor, planners etc.)
Raise recalls and send out any letters as and when necessary.
If a residents/client calls with no show/query – call the operative/subcontractor and then re-book the appointment if required.
Pass jobs to the planner queue for planners to deal with for Emergencies or if allocation of job cannot be found.
Chase up Subcontractors & operatives for their previous days’ completions.
Monitor of Refreshable reports, to ensure all Out of Target jobs are monitored and appointments kept.
Email relevant parties within the same day with any updates/messages etc.
Liaise with the planners with queries called through
Liaising with the planned works team if a query comes through for planned jobs taking place
Update client/resident if required on any job by COP the same day
Help the Customer Solutions Supervisor with Ad-hoc requests/tasks
Have an understanding of the contract and commercial side of the business (budgets, coding and job allocations)
About the Company/Client/Project:
My client is a leading solutions provider for the built environment, creating exceptional assets, places and spaces. From rail to road and housing to healthcare.
My client is looking to recruit a Customer Solutions Advisor for a 3 month contract that could go permanent for the right candidate.
Requirements including certificates and qualifications:
Previous experience in a similar role in the housing maintenance environment required with a steady work history.
Good telephone manner is essential with good IT skills.
Immediate start available for the right candidate. 2 references will be required.
Candidates must be able to prove their eligibility to work in the UK
For more information and to be considered Email your CV to firstname.lastname@example.org
Alltek specialise in build vacancies and is a leading recruitment consultancy in Southampton