Be the voice of our business
We are looking for a Customer Service Advisor to join our Head Office team and become one of the first people our customers speak to when they need our help.
This is a busy and varied role where you'll be handling inbound calls and online enquiries, understanding what customers need, arranging Engineer appointments and making sure every customer interaction is professional, helpful and positive.
You'll work closely with our Service Centre teams who support our nationwide field engineering team, making sure customers receive the right service at the right time, and that our Engineers have all the information they need to deliver an excellent service.
If you're a confident communicator who enjoys talking to people, staying ahead of a buzzing level of enquiries, and working in an upbeat team environment, this could be the role for you.
The role offers opportunity to work from home following successful training and probation period.
What you'll be doing
- Handle inbound telephone and online enquiries professionally and efficiently.
- Listen to customers, ask the right questions and identify the best solution.
- Provide clear information about services, appointments, pricing and processes.
- Resolve queries wherever possible, escalating more complex issues when needed.
- Book, amend and reschedule appointments for our nationwide Engineer team.
- Accurately record customer and job information on our CRM system.
- Ensure Engineers have the information they need to deliver a successful service.
- Follow up enquiries and work closely with colleagues to coordinate customer requirements.
- Identify recurring issues and suggest improvements to our service.
About you
We're looking for someone with previous customer service, contact centre or telephone-based experience who is confident communicating with customers and working in a busy environment.
You'll ideally have experience of:
- Handling inbound customer enquiries.
- Booking or scheduling appointments.
- Using CRM and other computer systems.
- Accurate administration and data entry.
- Managing multiple tasks and priorities.
Most importantly, you'll be customer-focused, confident and solution-oriented, with the ability to remain calm and professional when dealing with challenging situations.
You'll be organised, accurate, reliable and comfortable learning new systems and processes.
Desirable experience
Experience within a service, repairs or field operations environment would be useful, as would knowledge of home technology such as TV aerials, satellite, CCTV or alarms.
However, industry experience isn't essential — we're looking for great customer service skills and the right attitude.
Why join us?
You'll play an important role in delivering an excellent customer experience and keeping our nationwide service operation running smoothly.
You'll work as part of a collaborative team, with the opportunity to develop your skills and contribute ideas that improve the way we work.
If you're a positive, confident and organised customer service professional who enjoys helping people and thrives in a busy environment, we'd love to hear from you.
Working Arrangements
- Full-time including one day every other weekend (day off in the week)
- Work from home available after initial training period
- Company equipment provided for remote working
- Great working environment - free parking, on-site cafe, employee discount scheme
Job Type: Full-time
Pay: £26,438.80-£30,396.80 per year
Benefits:
- Canteen
- Company pension
- Free parking
- On-site parking
- Work from home
Work Location: Hybrid remote in Mansfield NG18 5BR
