Temporary Customer Service repairs

Job Description:

Customer Service Advisor – Repairs and Maintenance

Location: Bournemouth

Pay: £14.82 per hour

Hours: 37

Contract: Temp with a view to a permanent role

Are you a confident customer service professional who enjoys solving problems and helping people? Can you stay calm during challenging conversations while keeping track of the details?

Jobshop UK is recruiting a Customer Service Advisor on behalf of our client to join their Tenancy Advice and Repairs Team. You’ll help tenants with enquiries, diagnose repair needs using established guidance, and coordinate appointments with maintenance teams.

This is a busy, varied role where clear communication, accurate administration and a practical approach will help you deliver a positive customer experience.

The role

You’ll take ownership of enquiries from first contact through to resolution, keeping customers informed and ensuring repairs are accurately recorded, prioritised and scheduled.

Your responsibilities will include:

• Responding professionally to enquiries by telephone, email, digital platforms. You will be taking volume calls in this role.
• Using active listening and questioning to understand repair issues, gather accurate information and identify the appropriate next steps.
• Raising repair requests on the relevant systems, allocating the correct trade or contractor, repair codes and budget classifications.
• Booking convenient appointments within agreed service timescales, allowing appropriate time for the work.
• Prioritising emergency and urgent repairs, recognising potential safety concerns and escalating promptly.
• Coordinating with trade operatives, contractors, surveyors and supervisors to monitor progress and resolve delays.
• Arranging follow-on work and rescheduling appointments where required.
• Providing clear advice within agreed procedures and referring specialist or technical enquiries to the appropriate team.
• Updating customer records, checking supporting documents and issuing correspondence using templates.
• Processing payments where required, following secure procedures.
• Handling sensitive enquiries and complaints with patience, tact and professionalism.
• Gathering customer feedback and suggesting ways to improve the service.

About you

We’re looking for someone who takes pride in helping customers and can combine an empathetic approach with strong organisational skills.

You’ll bring:

• Experience in a telephone based customer service role, handling volume calls.
• A confident telephone manner and clear written communication.
• Experience of supporting dissatisfied customers and managing challenging conversations calmly.
• Strong attention to detail and accurate data entry skills.
• Confidence using multiple IT systems and customer service platforms.
• The ability to prioritise competing demands and follow procedures carefully.
• A proactive approach to resolving enquiries and keeping customers updated.
• An understanding of confidentiality and the importance of handling customer information appropriately.

Experience in housing, property maintenance, repairs scheduling or a similar service environment would be particularly useful, along with familiarity with repair priorities and relevant safety requirements.

To apply, please send your CV to Jobshop UK.

Experience:

• Volume calls: 1 year (required)