Customer Service Advisor

• Communicating with residents and clients via letter, text or other means
• Reviewing and documenting the last service dates for each of the sites in preparation for monthly reports
• Continuous monitoring of the plans to identify any issues and report findings to the Contract Managers
• Reviewing the engineering capacity required and liaise with Contract Managers to identify any engineering resource gaps
• Updating PPM and reactive stats per site and engaging with clients to increase uptake in both planned and reactive works
• Reviewing CAFM documentation to ensure that all jobs that require a follow-up visit are booked in a timely manner
• Manage multiple mailboxes relating to servicing and reactive works ensuring responses are within SLA
• Answer calls within the agreed SLAs always giving the highest level of customer service
• Responding to customer complaints and ensuring are responded to in line with the company complaints procedure through to successful resolution
• Assist with the development and testing of processes and training documentation
• Develop and maintain effective working relationships with internal and external customers
• Utilise and assist in the development of the Job Logic Asset Management system
• Take full ownership of issues to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services
• Any other Ad Hoc duties as required
• Absence covers for customer service and planning teams

Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply

• Contributory Company Pension Scheme
• Non-contributory death-in-service insurance
• Employee Assistance Programme
• 25 Days Holiday plus 8 days bank holidays
• Additional holidays awarded in line with length of service
• Option to purchase/sell additional holidays
• Onsite gym/wellbeing centre at our Blackburn Head Office
• Discounted gym membership across the UK
• EV charging points where possible