QUALIFICATIONS:

Experience:
Previous experience in a customer service role, in a call centre environment
Skills:
Strong problem-solving and decision-making abilities.
Excellent communication and interpersonal skills.
Ability to work well under pressure and manage multiple tasks simultaneously.
Highly organised and detail oriented.
Customer-focused with a proactive approach to resolving issues.
Job Types: Full-time, Permanent
Pay: £25,396.00 per year

Additional pay:

• Bonus scheme

Schedule:

• Monday to Friday
• Weekend availability

Application question(s):

• Do you have previous experience in a customer service role, in a call centre environment?
• Do you have strong problem-solving and decision-making abilities?
• Do you have excellent communication and interpersonal skills?
• Are you customer-focused with a proactive approach to resolving issues?
• Do you drive and have your own transport?

Work Location: In perso

ROLE DESCRIPTION:

Being a Resolutions Agent you will be responsible for handling incoming calls and emails, coordinating prompt and efficient resolutions, and ensuring high levels of customer service. This role involves liaising with clients, contractors, and internal teams to address maintenance requests and resolve issues swiftly and effectively.

KEY RESPONSIBILITIES:

• Receive and assess incoming maintenance requests via phone, email, or internal systems.
• Prioritise and categorise maintenance issues based on urgency and impact.
• Ensure timely follow-up on all assigned tasks and escalate issues when necessary.
• Coordinate with suppliers and vendors for parts and services as required.
• Provide regular updates on the status of their maintenance requests.
• Maintain clear and concise communication with internal teams and external contractors.
• Accurately document all maintenance requests, actions taken, and resolutions in the company’s maintenance management system.
• Ensure a high level of customer satisfaction by addressing concerns promptly and professionally.
• Handle customer complaints or escalations, ensuring appropriate resolution and follow-up.