Customer Service Advisor / Call Centre Inbound

Repairs Advisor / Customer Service Advisor

• Job Type: Full-time
• Location: Norwich, NR6
• The role will initially commence on a temporary basis and will become permanent at the 13 week stage however permanent applications will be considered

We are looking for a dedicated Repairs Advisor to join our Building Services team. The ideal candidate will be central to our ‘Right First Time’ approach, providing a customer-focused and efficient frontline repairs service. You will be responsible for managing incoming calls, addressing customer enquiries, diagnosing repairs, and scheduling appointments to ensure high-quality service delivery.

Day-to-day of the role:

• Receive inbound calls from customers who are reporting a fault or requesting a repair.  Evaluate the urgency and nature of repair requests to determine the appropriate response and scheduling.
• Take ownership of customer enquiries received via email and phone, demonstrating excellent communication skills and providing first-class customer service.
• Administer and review customer enquiries and information across all services, ensuring follow-ups on repair queries and timely updates to clients or residents.
• Comply with data protection principles and safeguarding policies, maintaining the security of sensitive and confidential data.
• Accurately diagnose repair jobs, guiding residents through the process to capture detailed information for a ‘first time fix’.
• Handle initial complaints effectively to resolve at the first point of contact and prevent escalation.
• Ensure repairs comply with client responsibility guidelines and capture rechargeable repairs, notifying clients as required.
• Operate a range of IT systems to provide information and services, resolving enquiries at the first point of contact.
• Participate in user acceptance testing and proactively escalate any web/system issues.
• Work collaboratively within the internal teams, supporting colleagues and contributing to enhanced organisational performance.
• Develop productive working relationships with clients, colleagues, and stakeholders, communicating issues for service continuity and output consistency.

Required Skills & Qualifications:

• Proven experience in a customer service or call centre role
• Experience of repairs or building services environment would be advantageous
• Strong communication and interpersonal skills, capable of handling enquiries effectively.
• Competent in using a variety of IT systems and participating in user acceptance testing.
• Outstanding customer service skills and a customer focused attitude
• Knowledge of data protection and safeguarding policies.
• Team player with a commitment to continuous improvement and building productive working relationships.

Please apply online or contact Maxine or Andrea at Reed Norwich