Annual salary: up to £27,737.32

Customer Service Advisor

Position Type: Fulltime, Permanent

Working Hours: 41hr a week – 4 nights on 4 nights off 8:30pm – 8:30am

Salary: £27,737.32

Mears are a growing and transforming organisation and as such we are seeking to invest in a passionate, reliable and customer focused individual to join our emergency out of hours call center team as a Customer Service Advisor.

We are a company uniquely placed to address the major challenges in housing and social care industries. We are a market leader in providing housing services to the affordable housing sector and property maintenance to all service users.

                                                             

About the role:

To work as part of a local team providing an emergency out of hours call handling service to Mears Group Clients. Ensuring jobs are accurately diagnosed, prioritised and that the correct operative is dispatched whilst ensuring high levels of customer service and adherence to client KPI’s at all times.

• Respond to all calls and enquiries and adhere to targets and objectives as set out by the management around average time taken on calls.
• Take customer repair orders, obtaining full repair information, accurately diagnosing repairs and making appropriate and relevant appointments in accordance with policy and practice.
• Plan & dispatch works to operatives, ensuring they have the correct skillset to affect a first-time fix/make safe.
•  Undertake other administrative tasks as directed by the Call Center Supervisor.
• Monitor operatives progress on jobs, communicating with residents where required and ensure Mears Lone Working procedures are always adhered to.
• Be customer focused and deliver exceptional customer service.
• Working under the Call Center Supervisor, ensuring works are dispatched to the correct operatives, minimising travel times whilst ensuring attainment of client KPI’s.
• Demonstrate a high level of detail consciousness, to obtain full repairs information and provide accurate diagnosis.

Role Criteria:

• IT Literate - Strong knowledge of all Windows based technology
• Seamless Communication skillsets – customer centric approach
• Ability to work under pressure is an essential skill to have within this role
• GCSE Math's & English (or equivalent)  C or above
• Experience of working in an administrative and/or call centre role is not essential but would be advantageous
• General knowledge of the construction industry is not essential but preferable

Benefits we can offer you: 

• Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless 
• Excellent training and development opportunities
• 25 days holiday entitlement along with bank holidays.  
• Access to employee support and wellbeing services
• Mears offer a company pension, life insurance and share scheme
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment 

If you feel you have skills and experience needed, please apply below via the link. If you have any further questions please contact Jess on [email protected] or, quoting the job reference number for further information. We look forward to hearing from you soon. 

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment. We are also a Forces Friendly employer and an ERS Armed Forces Covenant Gold Award holder.