Customer Service Advisor

• Dealing with queries via phone and email, communicating primarily with tenants of Council accommodation but also other residents, suppliers, contractors and other stakeholders including Councillors and MPs
• Receive, diagnose, record and issue repairs, heating breakdown, void and electrical repair requests from the public and other staff utilising software available
• Follow up works instructions as necessary
• Deal with any routine queries and any associated telephone calls and correspondence
• Collaborate as one team with the Resource Planners, Customer Experience Assistant and other staff across the Qualis Group and Epping Forest District Council
• Prepare, as required, official orders for authorisation and issuing to contractors and/or suppliers
• Deal with all initial matters relating to rechargeable work including letters, invoices and records
• Assist as required with documentation and administration within the Repairs Service
• Logging and authorising decorating vouchers for void properties
• Carry out any data entry as required
• Maintaining other records and statistics as required
• Any other duties that may be considered appropriate and necessary to the post
• Ensure confidentiality and adhere to GDPR regulations at all times

• Relevant or equivalent experience in a planning team or customer service setting
• GCSE or equivalent in Maths & English
• Demonstrate a good understanding of safeguarding issues commensurate with the role
• Experience of working within a target driven environment
• Experience of dealing with challenging situations
• Previous experience of offering high levels of customer service and dealing with feedback from customers over the phone, in writing and in person.

General maintenance and repairs knowledge advantageous, but not essential

• Opportunity to earn a performance related cash bonus of up 15% of salary
• Pension scheme contributions set at 7% of salary
• Life Insurance cover at 4 x your annual salary
• 25 days a year holiday, plus bank holidays