Temporary Customer Service Advisor

The role

You’ll act as a first point of contact for technicians, team managers, and customers. Your role in planning and organising daily activities, such as maintenance or installation visits.

You’ll take the lead in speaking with our customers to ensure they are ready for the technician’s visit, and you’ll work to agreed timescales to make sure jobs are completed on time. This is a role that requires accuracy, problem-solving, and excellent communication skills.

• Liaise with on-trade customers to arrange installation activities, ranging from simple changes to large refurbishment works
• Ensure activities are organised with the correct decision maker, job details are accurate, and all necessary information is captured for technicians to complete installations in full
• Make sound, informed decisions to fully utilise installation resources in line with agreed budgeted levels
• Prioritise workload and process activities within agreed SLAs, balancing efficiencies, drive time, and technician skillsets
• Take ownership of issues relating to installation activities, escalating to management where necessary to ensure swift resolution
• Build and maintain effective working relationships with field technicians, operational teams, supply chain colleagues, service providers, and other stakeholders
• Contribute towards individual Key Performance Objectives and support wider business strategies
• Demonstrate our values in every interaction
• Ensure customers and colleagues consistently receive exceptional service through professional and proactive engagement
• Maintain accurate records of schedules, communications, and outcomes to support operational efficiency

• Confident communicator able to build positive relationships with customers, colleagues, and technicians
• Strong attention to detail, highly organised, and self-motivated
• Ability to manage conflicting priorities and remain calm under pressure
• Experience in scheduling or diary management, with the ability to make decisions that balance multiple factors
• Proficient in using scheduling systems, CRM platforms, and MS Office applications
• Team-oriented, with a willingness to support colleagues and contribute to shared goals
• Strong organisational skills with the ability to multitask effectively
• Excellent verbal and written communication skills, with the ability to provide clear, accurate information

• Previous experience in a planning, logistics, or resource scheduling environment
• Familiarity with field service operations or customer service centre environments