Repairs Advisor

RepairsAdvisor / Customer Service Advisor
Job Type: Full-timeLocation: Norwich, NR6The 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 andphone, 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 roleExperience of repairs or building services environment would be advantageousStrong 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 attitudeKnowledge 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
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