The Post

A Customer Service Advisor to assist in the day to day running of the call centre. This post is for our responsive repair department, B-Line specialising in all aspects of repairs in the social housing sector offering a customer led service, dedicated to getting the work completed quickly and efficiently.

We currently have multiple vacancies for this role.

Flexibility

In order to work effectively in a changing environment, flexibility is required from the post holder. This may be that other tasks are undertaken and/or location of base may change. These will be within the same level of responsibility and terms and conditions of employment.

Main Responsibilities

• Consistently demonstrate high levels of customer service standards and professional relationship with all customers.
• Professionally handle enquiries from all customers, documents accordingly and resolve effectively.
• Utilise the issue resolution process, deal with calls to a conclusion or advise customer of next action/process Inputting & updating works orders on to the “Service Manager” IT system and issuing those works orders to operatives/sub-contractors.
• Make outbound calls to update customers on progress and complete customer satisfaction surveys. To develop and maintain a central filing system for the department and to be responsible for the maintenance of storage and retrieval systems both computerised and manual.
• Assist in the production of client KPI data and providing reports to substantiate this. Agree with the Team Leader personal KPI goals and skills/development objectives.
• Work with the Team Leader to improve performance, identify development needs and achieve learning plans. Identify internal process improvements and contribute ideas which may improve the CC performance and/or extend its capability.
• To contribute to the effective running of a large, dynamic, diverse section with ambitious targets and evolving structures.

Person Specification

Knowledge & Experience

• Ability to work as part of a team and on own initiative.
• Experience of undertaking projects independently, and seeing projects thorough to completion.
• Excellent time management skills with ability to prioritise own workload, deal with conflicting demands and meet tight deadlines.
• Ability to show tact and discretion when dealing with sensitive and confidential information.
• Excellent oral and written communication skills, telephone skills and interpersonal skills
• Experience of working with the public in a customer focused environment.
• Excellent verbal and written communication skills, telephone skills and interpersonal skills.
• Excellent planning and organisational skills.
• Experience of developing a range of administrative and office systems and of servicing meetings. Substantial word processing experience with a good understanding of Word, Excel, PowerPoint.

Qualification

• Required Any certificates/courses relevant to customer service or admin (Desirable)

Direct applicants will only be considered, no agencies on this occasion thank you.

Breyer Group is a Disability Confident employer who promote helping disabled people get into and stay in work.

We strive to build a diverse and sustainable workforce where people of all genders and backgrounds are able to access fulfilling careers in the construction industry.

Gender balance and parity are integral features of our workplace and we aim to promote more flexible working practices across our business as we look to retain and continue to develop our people.

Breyer Group are proud to work with Women in Construction to champion the advancement of women in business.

Breyer Group is an equal opportunities employer.