Customer Service Advisor

Customer Service Advisor Scroll down The opportunity Due to our ongoing growth, we are looking for a Customer Service Advisor to play a leading role in the growth and management of our Customer Service Delivery in our Newcastle office. Location Newcastle Salary Competitive depending upon experience Key responsibilities Communicating with residents and clients via letter, text or other means. Reviewing and documenting the last service dates for each of the sites in preparation for monthly reports Continuous monitoring of the plans to identify any issues and report findings to the Contract Managers Reviewing the engineering capacity required and liaise with Contract Managers to identify any engineering resource gaps Updating PPM and reactive stats per site and engaging with clients to increase uptake in both planned and reactive works Reviewing CAFM documentation to ensure that all jobs that require a follow-up visit are booked in a timely manner Manage multiple mailboxes relating to servicing and reactive works ensuring responses are within SLA Answer calls within the agreed SLAs always giving the highest level of customer service Responding to customer complaints and ensuring are responded to in line with the company complaints procedure through to successful resolution Assist with the development and testing of processes and training documentation Develop and maintain effective working relationships with internal and external customers Utilise and assist in the development of the Job Logic Asset Management system Take full ownership of issues to resolve customer enquiries completely to ensure a seamless customer journey which will lead to a higher level of satisfaction with our services Any other Ad Hoc duties as required Absence covers for customer service and planning teams Benefits Competetive Salary (depending upon experience) Contributory Company Pension Scheme Non-contributory death-in-service insurance Employee Assistance Programme 33 Days Holiday including BH Flexible working hours patterns Discounted gym memberships across the UK EV charging points where possible