Job Description

Our Inbound Customer Service Advisors are an integral part to the 'Responsive Maintenance' arm at Ian Williams, and we are looking for an additional team member to join our growing team. As an Inbound Customer Service Advisor, you are part of the National Helpdesk (The Hub), and you'll enjoy the dynamics of working within a fast paced and sometimes pressurised environment, working to SLAs and KPIs.
You will have a real impact working in the Helpdesk by providing the best customer service possible to our customers. By achieving this excellence, together with your team, you will be contributing to the company wide success of Ian Williams.
Benefits:

• We provide you with the opportunity to earn more with monthly bonuses, based on performance
• Be part of our annual company profit share (14% achieved last year)
• Let us help you prepare for your future with an employer pension contribution of up to 5%
• 31 days paid holiday (including bank holidays), but you may want longer or less, so buy up to 5 days or sell up to 3 days per year
• Ongoing training and development opportunities within the iwhub
• Life Insurance
• Annual pay reviews
• Enhanced maternity/ paternity pay
• Trade discounts from our preferred suppliers for you and your friends and family
• Access to the Lighthouse Construction Industry Charity to support your health and wellbeing, including free legal and financial advice.

We offer our iwhub employees a modern, spacious, and open plan office with easy public transport access (train & buses) and onsite parking for drivers. The office also offers a fully equipped kitchen with facilities, comfortable and private break out areas, as well as a designated prayer room for worship.
The Customer Service Advisor role
You will receive high volume calls regarding repairs and maintenance enquiries from our social housing clients or the residents themselves. In addition to:

• Using our dynamic scheduling system and technology, you will answer inbound calls, taking pride in delivering a 1st class experience to our customers in a concise, timely and efficient manner to ensure you are always striving for 1st time resolution.
• Managing the emerging day, dealing with emergencies and exceptions, to ensure the most appropriate service is delivered to our residents and followed up by the correct departments.
• You'll act as the first point of contact for our customers and our trade operatives to help with issues when they are on site, always helping to provide resolutions.
• You will input up to date, accurate and complete notes for each job/task on the system and follow process.
• You will produce KPI reports daily, to contribute to the overall Contract performance.

What will you bring as a Customer Service Advisor?

• You'll have demonstrable customer service experience ideally obtained from within a contact centre/call centre or similar fast-paced, dynamic environment
• Strong IT skills with the aptitude to pick up new systems and be able to follow process and procedure
• Excellent communication skills with the strength of character to make decisions and follow them through to completion and satisfaction, whilst always holding the customer at the heart.
• Above all, you'll value 'getting it right' and take genuine pride in achieving your performance targets.

About Ian Williams Ltd.
Discover more about us by reviewing our website, and also through our social media platforms, along with LinkedIn, Indeed and Glassdoor.
The successful applicant will be required to complete a criminal records check. As an organisation assessing applicants' suitability for positions which are included in the Rehabilitation of Offenders Act 1974 (Exceptions) Order using criminal record checks processed through the Disclosure and Barring Service (DBS), we comply fully with the and undertake to treat all applicants for positions fairly.
Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. Diversity is more than a commitment at Ian Williams--it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.
We reserve the right to shortlist prior to the closing date.
Ian Williams Ltd will use applicants' details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.
We are delighted to have strong relationships with our preferred agencies, therefore we politely request no agencies engage with us in regards to this position.

Skills Required