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Customer Service Advisor Inbound

United Kingdom, Birmingham Employment contract 28583.00 GBP / Year · Job Posted July 04, 2026
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Job Description

Our Inbound Customer Service Advisors are an integral part to the ‘Responsive Maintenance’ arm at Ian Williams, and we are looking for an additional team member to join our growing team. As an Inbound Customer Service Advisor, you are part of the National Helpdesk (iwhub), and you’ll enjoy the dynamics of working within a fast paced and sometimes pressurised environment, working to SLAs and KPIs. You will have a real impact working in the Helpdesk by providing the best customer service possible to our customers. By achieving this excellence, together with your team, you will be contributing to the company wide success of Ian Williams.

Job Responsibility

  • You will receive high volume calls regarding repairs and maintenance enquiries from our social housing clients or the residents themselves
  • Using our dynamic scheduling system and technology, you will answer inbound calls, taking pride in delivering a 1st class experience to our customers in a concise, timely and efficient manner to ensure you are always striving for 1st time resolution
  • Managing the emerging day, dealing with emergencies and exceptions, to ensure the most appropriate service is delivered to our residents and followed up by the correct departments
  • You’ll act as the first point of contact for our customers and our trade operatives to help with issues when they are on site, always helping to provide resolutions
  • You will input up to date, accurate and complete notes for each job/task on the system and follow process
  • You will produce KPI reports daily, to contribute to the overall Contract performance

Requirements

  • Demonstrable customer service experience gained within a contact centre or call centre
  • Experience working in a repairs and maintenance environment
  • Strong IT skills with the aptitude to pick up new systems and be able to follow process and procedure
  • Excellent communication skills with the strength of character to make decisions and follow them through to completion and satisfaction
  • Willingness to complete a criminal records check

What we offer

  • Competitive base salary of £28,583 for a 37.5 hour working week
  • Monthly performance bonuses
  • Profit share scheme
  • 31 days annual leave (inc. Public Holidays) plus buy or sell annual leave
  • Pension contributions up to 5%
  • Life insurance
  • Annual pay reviews
  • Training & development opportunities
  • Health and wellbeing support via Lighthouse Charity
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