Who are Cardo Group?
Cardo Group is a family of companies delivering building maintenance services to local authorities, social housing providers and their residents.
Our multi-company group provides quality, value for money maintenance, compliance and retrofit services across the south west, south east and midlands. Future plans will see this develop into a national footprint.
We are currently looking for a Customer Solutions Advisor to join our fast paced customer service team!
Main duties involve:
1. 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.
2. Pick-up all incoming calls within set timescales (20 seconds).
3. Regular watch of the wallboard to see calls in queue etc.
4. Follow the greetings script for the call duration.
5. Book-in all new jobs, adding as many notes as required for future reference.
6. Follow script and ensure all details are covered to maintain getting the job done right first time.
7. 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.
8. Assisting with the Planning Team as and when required, including scheduling in all jobs.
9. Pass calls to relevant departments ensuring resident/client is updated before passing over.
10. Always check the job history before logging new jobs to ensure no duplication.
11. Raise jobs from the Repairs inbox (see daily targets pp per day set by Call Centre Manager).
12. Raise any issues/concerns observed to the relevant party (Supervisor, planners etc).
13. Raise recalls and send out any letters as and when necessary.
14. If a resident/client calls with no show/query – call the operative/subcontractor and then re-book the appointment if required.
15. Pass jobs to the planner queue for planners to deal with for Emergencies or if allocation of job cannot be found.
16. Chase up Subcontractors & OOH operatives for their previous days’ completions.
17. Email relevant parties within the same day with any updates/messages etc.
18. Liaise with the planners with queries called through.
19. Liaising with the planned works team if a query comes through for planned jobs taking place.
20. Update client/resident if required on any job by COP the same day.
21. Report to work within set shift times and call the Supervisor in advance if any problems/delays.
This role would suit someone with previous customer service experience working in a fast paced customer service environment.
Benefits include:
* 25 days holiday + bank holidays
* The opportunity to purchase additional annual leave
* Birthday day off
* Generous pension scheme
* Private healthcare (after 2 years service)
* - And many more..
Please apply now to be a part of our growing organisation and to contribute to our exciting growth plans!
At Cardo Group we value diversity. We value our differences such as age, gender, LGBT, ethnicity, religion, and disability.
We are working hard to build a business that is as diverse and inclusive as the communities we serve. So, whoever you are and whatever your background, we think you’ll fit right in at Cardo Group.
Job Type: Full-time
Pay: £24,960.00-£25,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Schedule:
* 8 hour shift
* Monday to Friday
Education:
* GCSE or equivalent (required)
Work Location: In person
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