Annual salary: up to £25,000.00

Customer Service Advisor

Leeds – Roseville Road

Salary - £25,000

Hours – Monday – Friday 8am – 5pm

Full time, Permanent role 42.5 hours

As the largest provider of repairs, maintenance, and regeneration services in the UK, Mears delivers customized rapid-response and planned maintenance services. We partner with over 70 local authorities, Arm’s Length Management Organisations, and Housing Associations to ensure efficient and effective service delivery

About the role:

As a customer service advisor  role involves taking inbound calls from tenants and clients regarding repairs, booking appointments, and providing updates. It’s essential to handle all repair and non-repair queries professionally and promptly, ensuring appointments are made in line with contractual commitments. Accurate diagnosis of repairs via the branch operating system is crucial. Maintaining a professional demeanor in all communications, adhering to high health and safety standards, and carrying company ID are key. Gathering customer feedback post-repair, recording all communications per standard procedures, and maintaining strong links with clients, service users, subcontractors, and other parties are important. Additionally, keeping company assets in good condition, supporting other teams when needed, and attending meetings and training sessions are part of your responsibilities. This comprehensive approach ensures a positive customer experience and smooth operations.

As well as this you will have accountability for the following:

• 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 Centre Manager/Supervisor, including but not limited to booking gas servicing appointments and logging customer satisfaction calls/surveys.
• 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.

Key Criteria:

• Previous call centre experience
• Customer service background
• IT literate

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Benefits we can offer you

• 25 days annual leave plus bank holiday
• 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 paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies
• Company Van, Fuel Card and Uniform

To apply, follow the link below or to discuss your application further please contact Francesca on [email protected]

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 before commencement of employment.