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 and able to plan works on a trade related basis
• Good communication and interpersonal skills with a strong customer focus
• To maintain an effective and professional approach at all times
• Work collaboratively with colleagues, other staff, customers and partners to provide efficient and effective services
• Ability to problem solve, balancing customer needs with targets and constraints
• Strong planning and organisational skills
• Provide advice and guidance to customers
• Manage and prioritise own workload to take account of conflicting and changing demands and to meet agreed deadlines
• Good knowledge of ICT systems, including software packages such as Microsoft Excel, Word etc

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