Customer Service Advisor

Do you love to collaborate and help businesses thrive? At Qualis as a Customer Service Advisor you will be supporting the operational delivery within Qualis Property Solutions and provide high quality customer service support within our Customer Service Centre.,

• Dealing with queries via phone and email, communicating primarily with tenants of Council accommodation but also other residents, suppliers, contractors and other stakeholders including Councillors and MPs


• Receive, diagnose, record and issue repairs, heating breakdown, void and electrical repair requests from the public and other staff utilising software available


• Follow up works instructions as necessary


• Deal with any routine queries and any associated telephone calls and correspondence


• Collaborate as one team with the Resource Planners, Customer Experience Assistant and other staff across the Qualis Group and Epping Forest District Council


• Prepare, as required, official orders for authorisation and issuing to contractors and/or suppliers


• Deal with all initial matters relating to rechargeable work including letters, invoices and records


• Assist as required with documentation and administration within the Repairs Service


• Logging and authorising decorating vouchers for void properties


• Carry out any data entry as required


• Maintaining other records and statistics as required


• Any other duties that may be considered appropriate and necessary to the post


• Ensure confidentiality and adhere to GDPR regulations at all times
  
  General maintenance and repairs knowledge and able to plan works on a trade related basis


• General maintenance and repairs knowledge advantageous, but not essential


• Good communication and interpersonal skills with a strong customer focus


• To maintain an effective and professional approach at all times


• Work collaboratively with colleagues, other staff, customers and partners to provide efficient and effective services


• Ability to problem solve, balancing customer needs with targets and constraints


• Strong planning and organisational skills


• Provide advice and guidance to customers


• Manage and prioritise own workload to take account of conflicting and changing demands and to meet agreed deadlines


• Good knowledge of ICT systems, including software packages such as Microsoft Excel, Word etc, Relevant or equivalent experience in a planning team or customer service setting.

GCSE or equivalent in Maths & English

• Demonstrate a good understanding of safeguarding issues commensurate with the role


• Experience of working within a target driven environment


• Experience of dealing with challenging situations


• Previous experience of offering high levels of customer service and dealing with feedback from customers over the phone, in writing and in person


Your team:

You will join a team where you will feel supported, trusted, and appreciated. Our existing team have a wide-ranging background and knowledge but most importantly, appreciate the unique skills and passions that each co-worker brings to the team.

This exciting opportunity will be based in Loughton with the opportunity of hybrid working. You will join us on a full-time basis in return for a salary between £22,000 to £26,000 per annum. Salary will reflect your skills and knowledge.

You will also receive other benefits including:

• 
  Opportunity to earn a performance related cash bonus of up 15% of salary
  
• Pension scheme contributions set at 7% of salary


• Life Insurance cover at 4 x your annual salary


• Private healthcare


• 25 days a year holiday, plus bank holidays