Customer Service Advisor

Are you a great listener who can stay calm under pressure and help people get the support they need?

We're looking for a Customer Service Advisor or a Call Handler to join a busy out-of-hours helpdesk team in Blackburn. With the busy season approaching, the team is expanding to support an increase in calls from tenants reporting maintenance and repairs requests.

Paying £13.45 per hour, this is a temporary position for 12 weeks working in the evenings during the week and weekends, with the opportunity to go permanent. You'll receive training on the company's established processes and systems, so you'll understand how to assess requests, record information accurately and ensure each issue reaches the right team.

If you have at least 1 year of call centre or customer service experience and enjoy helping people find solutions, this could be a great opportunity for you!

What will you be doing as a Customer Service Advisor / Call Handler?

Answering a high volume of calls from tenants reporting maintenance and repairs requests
Listening carefully to understand the problem and asking the right questions to establish the root cause
Following a structured questionnaire to gather all the necessary information about each issue
Assessing and triaging requests as emergency, urgent or non-emergency
Recording information accurately using ticketing systems, drop-down menus and set processes
Passing completed requests to the appropriate team, who will arrange the necessary repairs or fixes
Providing reassurance and clear information to tenants, including those who may be vulnerable or distressed
Recognising when an issue needs further attention and escalating it in line with the relevant procedures

What's in it for you?

£13.45 per hour
Opportunity to secure a longer-term position after the initial 12 weeks.
Established training programme
2 paid 10-minute breaks during your shift.
Unpaid 30-minute lunch break.
Immediate start
Valuable experience - develop your call handling, problem-solving and customer service skills in a fast-paced environment
Why would you join this company?
You'll be joining an established team providing an important out-of-hours service, helping tenants report property issues and ensuring their concerns are recorded, prioritised and passed to the right people for action.

Accuracy is key, as the information you gather helps the repairs team understand the problem and arrange the appropriate fix. You'll be supported by an established training process, giving you the knowledge and guidance needed to learn the systems and carry out the role effectively.

This is a great opportunity for someone who enjoys helping people, working as part of a team and making a practical difference to the customer experience.

What we're looking for
What's essential:

At least 1 year's call centre customer service experience.
Strong listening skills and the ability to ask relevant questions to understand a customer's issue.
An empathetic approach and good emotional intelligence, particularly when speaking to vulnerable or distressed customers.
Clear communication skills and a professional telephone manner.
Excellent attention to detail, ensuring information is recorded accurately and all required questions are answered.
The ability to follow set procedures and categorise requests correctly.
The ability to manage a high volume of calls, moving efficiently from one conversation to the next while maintaining good customer service.
What's helpful but not essential:

Experience in property maintenance, housing, repairs or facilities management.
Experience using ticketing systems, CRM databases or structured call-handling questionnaires.
Experience assessing and prioritising customer requests or incidents.
The Essentials
Salary: £13.45…