*Please read the below carefully as there is a bespoke shift pattern which is non-negotiable*
Job Overview
We are looking for a proactive and customer-focused individual to support the Customer Service Manager in ensuring our Contact Centre teams operate efficiently and consistently deliver a high standard of service to our customers and residents.
The successful candidate will play a key role in supporting daily operations, team performance, recruitment, administration, and customer satisfaction while maintaining excellent communication across all levels of the business.
Key Responsibilities
- Handle manager call-backs as and when required.
- Monitor and progress queries received into the “Leaks & Fumes” inbox.
- Undertake monthly call auditing for each team member and provide constructive feedback.
- Ensure servicing mail, including letters and LGSRs, are uploaded to the mailing solution daily.
- Manage the recruitment process, including interviews and onboarding of new starters.
- Maintain and update TMS records for team members.
- Facilitate overrides and parts overrides where applicable.
- Monitor inboxes and portals to ensure teams are responding in real time.
- Provide support to on-call engineers where required.
- Conduct 1:1 meetings and Return to Work interviews with team members.
- Complete and submit the overtime spreadsheet by the 3rd of each month for all overtime worked by the teams.
- Maintain team statistics spreadsheets used during 1:1 meetings.
- Communicate clearly and professionally with customers and colleagues.
- Work positively and collaboratively as part of a team.
- Maintain a professional appearance in line with company standards.
- Demonstrate excellent attendance and timekeeping.
- Assist with additional administrative duties as requested.
Key Attributes & Skills
- Strong keyboard and administrative skills with a good working knowledge of Microsoft Windows software, particularly Outlook.
- Positive and professional attitude towards work.
- Well-presented and professional in appearance.
- Highly motivated, enthusiastic, and organised.
- Excellent customer service and communication skills.
- Previous experience in a customer service or contact centre environment is essential.
- Ability to work under pressure and manage multiple tasks effectively.
- Strong attention to detail and problem-solving skills.
What We’re Looking For
The ideal candidate will be an organised and dependable team player with experience in a fast-paced customer service environment. You will be confident dealing with customers, supporting colleagues, and handling a variety of operational and administrative responsibilities with professionalism and efficiency.
Apply Now
If you are passionate about delivering excellent customer service and are looking to develop your career within a supportive and fast-moving environment, we would love to hear from you.
Shift Pattern
"Working week" will be Friday to Tuesday
Friday 13:00 to 21:00
Saturday & Sunday 08:00 to 17:00
Monday & Tuesday 16:00 to 24:00
(Wednesday and Thursday are the non-working days)
BSW Heating Limited is an equal opportunities employer
Pay: Up to £31,842.20 per year
Benefits:
Ability to commute/relocate:
- London CR8 5AT: reliably commute or plan to relocate before starting work (required)
Experience:
- line management: 3 years (required)
- customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
