Repairs Planner

Role: Customer Service Advisor
Salary: £27,500 per annum
Hours: 8am to 5pm, full time office based
Permanent – Full Time

We are looking to recruit a Customer Service Advisor to join our team on our team in Basildon

About the Role

Joining our team, you’llbe responsible for liaising with clients, sub-contractors, suppliers and supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given. You’ll liaise with our supervisory teams and the regional buyers to ensure materials / equipment is ready for use at the agreed appointment times.

Responsibilities

• Take ownership for responding to inbound communications (calls and emails).
•  Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
• Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
• Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience
• Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of ther gas or electricity meter, re-setting a blown fuse, etc).
• Where an appointment is required, work to ensure that it is offered in line with contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet).
• Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information
• Where a resident wants to re-book an appointment, it may be necessary to liaise direct the Planners and Service Controllers to communicate short-notice changes
• Capture detailed notes on the system to support operatives in completing a first time fix on site.
• Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative
  • Actively embrace and support a culture of accountability and service excellence
  • Assist service Operatives and or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.
  • Escalate existing repair jobs to Planners or alert the Team Leader to issues requiring intervention.
  • Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers.
  • Liaise with the Planning team as appropriate to ensure all works are carried out within agreed timeframes.
  • Take reasonability for your own and your team’s performance, ensuring Key Performance Indicators (KPIs) are achieved and where required improvements in performance pursued.
  • Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.

Benefits

• 26 Days Holiday & Bank Hols
• Enhanced Pension Plan
• Healthcare Cash Plan (Including 24hr GP,)
• Life Assurance & Accident Cover
• Share Save
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday
• Flexible Working & Flexible Bank Holidays
• Cycle to Work
• Volunteering (2 days paid)
• Learning & Development Opportunities
• Extensive Wellbeing Support, including EAP
• Loyalty & Values Awards
• Funded Professional Subscription
• Eye Care Vouchers

If you have experience within the housing / construction or repairs sector, please apply or call Leah Seber for more information.