Customer Service Advisor​/Call Centre Agent; AWDO-P14978

Customer Service Advisor / Call Centre Agent

Are you passionate about delivering excellent customer service and helping people find solutions? This is a great opportunity to join a busy Repairs Contact Centre, supporting residents with repair requests, arranging appointments and helping deliver a positive customer experience from first contact through to resolution.

If you’ve also worked in the following roles, we’d also like to hear from you:
Customer Service Advisor, Contact Centre Advisor, Call Centre Agent, Customer Service Representative, Customer Support Advisor, Customer Care Advisor, Customer Service Administrator, Helpdesk Advisor, Repairs Advisor, Repairs Administrator

This role is known internally as a Repairs Contact Centre Agent

SALARY: £30,300 per annum + Benefits

LOCATION:

Ealing, West London or Staines, Surrey - Fully Onsite

JOB TYPE:
Full-Time, Permanent

WORKING HOURS:

37.5 hours per week, Monday to Friday, shift pattern between 8:30am and 5:30pm

The organisation is looking for a confident and customer-focused Customer Service Advisor / Call Centre Agent to join its Repairs Contact Centre team.

Working as the Customer Service Advisor / Call Centre Agent, you will be the first point of contact for residents with repairs and maintenance enquiries, responding across telephone, email and other communication channels.

As the Customer Service Advisor / Call Centre Agent, you will accurately capture repair details, help diagnose issues through effective questioning, raise repair orders, schedule appointments and keep customers informed throughout their repair journey.

This is a fast-paced and rewarding role where you will work closely with contractors, operatives and internal teams to coordinate repairs, resolve enquiries and support excellent service standards. Experience with in social housing, repairs, property maintenance, scheduling or workforce planning would be beneficial but is not essential.

Your duties as the Customer Service Advisor / Call Centre Agent include:

• Customer Enquiries:
  Respond to repair and maintenance enquiries by telephone, email and other communication channels
• Repair Diagnosis:
  Identify the nature and priority of repair requests, accurately diagnosing issues and referring complex cases where needed
• Repair Orders:
  Log repair requests, raise repair orders and schedule appointments in line with policies, priorities and service level agreements
• Customer Resolution:
  Take ownership of customer enquiries and manage cases through to resolution wherever possible
• Contractor Liaison:
  Liaise with contractors, operatives and internal departments to coordinate appointments and ensure timely completion of works
• Progress Updates:
  Monitor outstanding repairs, chase progress and keep customers informed of updates, delays and outcomes
• Complaint Handling:
  Handle repair‑related complaints professionally and seek early resolution in line with procedures
• Risk Escalation:
  Identify safeguarding concerns, vulnerable customers, health and safety risks and emergency situations, escalating where appropriate
• Repairs Administration:
  Maintain accurate customer and property records, ensuring information is up to date and compliant with data protection requirements
• Service Improvement:
  Support team targets, customer satisfaction goals and continuous improvement by identifying recurring issues and process improvements

• GCSEs or equivalent in Maths and English, Grades A*–C / 4–9
• Previous experience within a customer service, contact centre or call centre environment
• Excellent communication, listening and customer service skills
• Strong IT skills with confidence using CRM systems and digital applications
• Strong administrative skills with excellent attention to detail
• Ability to manage a high volume of enquiries and prioritise effectively
• Proactive approach to problem‑solving and delivering positive customer outcomes
• Calm, professional and empathetic approach when dealing with challenging situations
• Ability to commute to either the Ealing or Staines office five days per week
• Experience with Microsoft Dynamics would be advantageous
• Experience with in social housing, repairs, property maintenance, scheduling or workforce planning would be beneficial but is not essential

• 25 days' holiday plus Bank Holidays, rising to 28 days after 3 years' service
• Up to 8% contributory pension
• A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
• Access to a wide range of staff discounts
• Investment in your learning and development
• Cycle to Work Scheme

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.

This role requires a DBS Check