Diagnostic Repairs Advisor - Maternity Cover; Internal

Diagnostic Repairs Advisor - Maternity Cover (Internal Only)

Job Type

Full-time, Fixed Term Contract (Maternity Cover 12 Months)

Workspace

On-site

** Internal Applicants Only**

We have an exciting opportunity for a Diagnostic Repairs Advisor to join the Norwich City Service Limited (NCSL) team. This is a full-time, 37 hours per week position. This is a fixed-term contract, maternity cover with a period of 12 months. If you are an effective communicator, detail-oriented, and thrive in a fast-paced environment, we would love to hear from you.

About the Role?

The role entails delivering a customer-centric and efficient frontline repairs service, primarily by managing incoming calls related to building services. Responsibilities include addressing customer inquiries, diagnosing repair needs, and scheduling appointments effectively. A key focus is on ensuring a "Right First Time" approach, where the urgency and nature of repair requests are evaluated to determine the appropriate response.

We are seeking candidates with relevant training in customer service or experience in a customer contact environment, as this is essential for the role. Applicants must demonstrate the ability to handle a diverse range of customer inquiries and possess proficiency in navigating multiple computer systems. Experience in a customer contact team or a similar administrative setting is crucial, along with a solid understanding of property and repair aspects.

The ideal candidate will provide exceptional customer service while adhering to corporate and legal standards, consistently delivering high-quality service. Effective communication skills and emotional intelligence are necessary to assess and address customer needs, particularly when dealing with complex inquiries, ensuring clarity and proper language use.

• Living Wage Employer
• Cycle to Work Scheme
• Supportive and inclusive environment and culture
• Employee Assistant Support and Occupational Health
• Commitment to learning and development
• 23 days annual leave, rising to 24 days after 3 years and 25 days after 5 years. Plus 8 bank holidays.

This role is for 37 hours per week, but to ensure flexibility and promote an inclusive workplace part-time hours or a job share agreement will be considered.

Closing Date:
Thursday 10 September 2026 - please note this vacancy may close earlier if a high number of applications have been received.

Relevant Training in customer services and/or experience working in a customer contact environment

Dealing with broad range of customers and their different types of enquiries

Working in a customer contact team or similar administrative field

Responsible for key operational delivery and maintenance of Norwich city's streets, parks and properties by utilising all of the services that our environmental and building repairs teams have to offer.

We locally employ over 300 people with plans of continuous growth, aligned with high aspirations of excellent service delivery. Additionally, we also cater for various private businesses and residents across the city.

NCSL's mission is to deliver efficient and effective environmental and building maintenance services, always putting the customer first, protecting the quality of the environment while embracing our company values and behaviours to enhance the lives of the Norwich community.

Our aim is to create a more