Customer Service Advisor
- Newcastle
- Permanent
- Full-time
- 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