customer service advisor in shipley

07 February 2019
bryony dinsdale, randstad cpe
job type
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shipley, yorkshire and the humber
construction & property
sub specialism
fm & maintenance
job type
working hours
reference number
bryony dinsdale, randstad cpe
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job description


£20,000 Salary


8.30am - 5pm Monday to Friday

Overall Objective

We are looking to recruit a confident Customer Support Coordinator who will work alongside one of our Key Clients. The successful applicant will be located within the client premises, ensuring customers are at the heart of everything we do.

The Customer Support Co-ordinator (CSC) is responsible for the day to day management of the administration relating to all customer enquiries. Working directly with our customers managing any enquiries or concerns they may have regarding repairs carried out in their homes.

The successful candidate will take ownership of all ongoing customers' enquiries and will be responsible to allocate resources including Customer Service Operatives and contractors to undertake work in customers' homes.

Working closely with the team, the Customer Support Coordinator will be responsible for the collation and management of information and data upwards for analysis dealing with escalations of customer enquiries, where appropriate.

This is an exciting opportunity for a professional with great interpersonal, communication and relationship skills who can meet and exceed our customers' expectations and help them with every step of their enquiries.

Key Accountabilities

Administration of Customer enquiries

* Monitor the client Inbox
* Receive and deal with all telephone calls and emails from customers
* Liaise with all trade staff, both Esh employed operatives and partnering subcontractors
* Provide feedback to the customer service team
* Assist with the co-ordination of the scheduling of diaries.
* Ensure that working patterns meet the needs of customers
* Maintain reasonable timescales for customers for any remediation works
* Address unsuccessful/poor remediation of customer enquiries
* Follow the complaints and escalated complaints procedure.
* Refer challenging or complex customer issues to the Operations Manager
* Ensure that out-of hours services and reporting work effectively
* Assist in the ordering of materials for the operatives as and when required
* Ensure data is being pulled and recorded correctly for all customer enquiries and KPIs.

General responsibilities

* The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation.

* To take a full role in the implementation of personal development through appraisals and to participate in any identified training or development opportunities.
* To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect.

Experience & Qualifications

* Experience in a customer service role or relevant qualification
* Experience of maintaining a database

Personal Skills

* Ability to work independently, prioritise work and take initiative
* Able to demonstrate efficiency and reliability in previous roles
* Ability to think ahead and forecast customer enquiries
* Great Interpersonal, communication and relationship skills
* Able to put our customers first by actively listening, building trust and understanding their needs

Working Hours

Monday to Friday 8.30am to 5.00pm (1/2 hour for lunch)

***If you would like to be considered for the role please upoad your CV***

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.


ability to follow job and safetry instructions


driving licence

educational requirements