Summary
An opportunity to join a respected and expanding compliance consultancy as part of a newly formed Customer Contact team. This role is central to how we communicate with clients’ tenants and ensure that appointments are arranged efficiently and professionally.
Kovia is a dynamic and growing statutory compliance consultancy and contracting business headquartered in Plymouth, Devon. We are seeking outstanding talent to join our team during this exciting period of expansion. Founded in 2013, Kovia has grown into a highly successful regional company with offices in Cornwall, Devon, and Somerset, employing a team of 35 who collectively complete over 15,000 jobs each year. As we continue to strengthen our regional presence and expand our services nationwide, we are looking for ambitious, hardworking, and commercially minded individuals to help drive our next phase of growth.
The Customer Contact Officer position sits within Kovia Compliance’s Operations team, which delivers a wide range of statutory compliance services including asbestos, stock condition surveying, energy assessments (EPCs, Retrofit Assessments, etc.), radon, legionella, fire safety, and associated training.
Job Description
We are seeking professional and motivated Customer Contact Officers to join our new Customer Contact team based in Plymouth. This is a call-heavy role involving high volumes of outbound calls to tenants on behalf of our clients to arrange a variety of appointments.
The role requires excellent communication skills, attention to detail, and the ability to maintain a calm, courteous, and professional manner at all times. The Customer Contact Officers will be managed by the Client Engagement Lead & Office Manager, who will provide direction, set priorities, and monitor performance.
This is an excellent opportunity to join a growing business during an exciting period of development, working within a supportive team that values professionalism, teamwork, and continuous improvement. Over time, the role will evolve as Kovia embraces new technologies and digital tools designed to enhance efficiency and tenant engagement, including the integration of AI-assisted communication systems.
Key Responsibilities
- Make outbound calls to tenants to arrange and confirm a variety of appointments on behalf of contracted clients.
- Represent Kovia professionally in all interactions, providing clear information and excellent customer service.
- Record call outcomes accurately and maintain up-to-date data within CRM and scheduling systems.
- Follow the daily direction and priorities set by the Client Engagement Lead & Office Manager.
- Report any issues, no-access situations, or scheduling challenges promptly to the Client Engagement Lead & Office Manager.
- Contribute to the development and improvement of communication procedures and call processes.
- Support the adoption of digital tools and AI-assisted systems to improve efficiency and service quality.
- Uphold a professional, courteous, and solutions-focused approach at all times.
Person Specification Essential
- Previous experience in a customer contact, call centre, or service-based communication role.
- Excellent verbal communication skills with a confident, polite, and professional telephone manner.
- Strong organisational skills and attention to detail.
- Ability to follow direction and work effectively within a structured team environment.
- Competent in Microsoft Office and confident using CRM or scheduling systems.
- Positive attitude with a commitment to teamwork and delivering high-quality service.
Desirable
- Experience in housing, compliance, or appointment-based service environments.
- Familiarity with outbound call workflows and appointment scheduling processes.
- Interest in digital communication tools and process improvement through technology.
Job Types: Full-time, Fixed term contract, Temp to perm
Pay: £27,500.00 per year
Benefits:
Experience:
- customer contact : 3 years (preferred)
Work Location: In person
