Customer Service Advisor – Call Centre Agent

About the role

We are looking for a motivated Customer Service Advisor to join our busy Repairs Contact Centre. The role involves being the first point of contact for residents who need repair and maintenance assistance, handling enquiries via phone, email and other channels, and guiding them through the whole repair journey.

Key responsibilities

• Answer inbound repair and maintenance enquiries and provide clear, courteous information.
• Diagnose the nature and priority of each request through effective questioning.
• Log repair details, raise work orders and schedule appointments in line with service level agreements.
• Maintain regular communication with customers, contractors and internal teams to ensure timely resolution.
• Escalate complex cases to senior advisors or specialist teams as required.

Required profile

• Strong verbal and written communication skills.
• Customer‑focused attitude with the ability to remain calm under pressure.
• Organised and able to manage multiple enquiries simultaneously.
• Experience in a call centre or customer service environment is desirable.
• Basic understanding of repairs, property maintenance or social housing is a plus.

Required skills

• Proficiency in using standard office software (e.g., email, spreadsheets).
• Ability to navigate internal ticketing or work‑order systems.

What we offer

• Competitive salary of £30,300 per annum.
• Full‑time permanent contract with 37.5 hours per week.
• On‑site work in Ealing, West London or Staines, Surrey.
• Benefits package and opportunities for development within a growing organisation.