The role entails delivering a customer-centric and efficient frontline repairs service, primarily by managing incoming calls related to building services. Responsibilities include addressing customer inquiries, diagnosing repair needs, and scheduling appointments effectively. A key focus is on ensuring a "Right First Time" approach, where the urgency and nature of repair requests are evaluated to determine the appropriate response.
The position requires strong communication skills to handle customer inquiries through various channels, including email, phone, and in-person interactions. It is essential to take ownership of repair queries, ensuring timely updates to clients while adhering to data protection and confidentiality policies. Additionally, accurate diagnosis of repair jobs is crucial for achieving first-time fixes, and the role involves collaboration with colleagues to enhance service delivery and address complex customer situations with resilience.
We are seeking candidates with relevant training in customer service or experience in a customer contact environment, as this is essential for the role. Applicants must demonstrate the ability to handle a diverse range of customer inquiries and possess proficiency in navigating multiple computer systems. Experience in a customer contact team or a similar administrative setting is crucial, along with a solid understanding of property and repair aspects. The ideal candidate will provide exceptional customer service while adhering to corporate and legal standards, consistently delivering high-quality service. Effective communication skills and emotional intelligence are necessary to assess and address customer needs, particularly when dealing with complex inquiries, ensuring clarity and proper language use.
The role requires the capacity to make informed decisions regarding customer issues that may impact their home or safety, as well as the ability to escalate safeguarding concerns promptly. Collaboration with Schedulers is essential, including the potential to support their functions. Candidates must thrive in a fast-paced, high-pressure environment, demonstrating strong organizational skills and meticulous attention to detail. Clear and concise written communication in response to customer inquiries is vital, alongside proficiency in various computer software and workflow processes to enhance service delivery. Flexibility to work on a rotation of duties based on customer demands is also required.