Customer Service/ Helpdesk Advisor

Customer Service Advisor
Job Type: Full-time, Permanent
Salary:GBP22,000 per annum increasing to GBP24,000 after 6 months
Hours: Monday to Friday, 7am to 6pm (8 hours) on a rota basis. 1 in 5 Saturdays - 8am-12pm
Location: Runcorn office based
A amazing opportunity to deliver exceptional customer service to both internal and external clients, utilizing effective phone skills, technical expertise, and request management. Collaborate with engineers to facilitate seamless operations and ensure accurate job completion for invoicing.
Responsibilities:

• Handle incoming customer calls and emails to create or discuss work orders.
• Diagnose and allocate faults efficiently to the appropriate engineer or contract manager.
• Meet customer service level agreements (SLAs) for timely response to reactive jobs.
• Maintain accurate technical records to support first-time fixes.
• Provide regular updates to customers, keeping records of all communications.
• Coordinate with engineers to optimize job completion.
• Close jobs accurately for invoicing and create new work orders as needed.
• Collaborate professionally with cross-functional teams for technical support.
• Log compliments, complaints, and concerns for prompt resolution.
• Adhere to rotating shift patterns between 7 am - 6 pm (core hours: 8:30 am - 5 pm) with occasional Saturday shifts from 8 am - 12 pm.

As the customer service operator you will have:

• Strong customer service skills.
• Proficient in data entry, phone etiquette, general administration, and computer literacy.
• Demonstrated empathy.
• Excellent time management and punctuality.

Desirable Experience:

• Previous helpdesk experience.
• Complaints handling experience.
• Scheduling experience.
• Background in electrical/plumbing businesses.

Benefits:

• Holidays: 20 Days (Holiday purchasing options available)

• Bonus: Team Performance based
• Great team spirit within the business

This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. Should you apply for this role, we will process your data as detailed in our Privacy Policy and by applying for this opportunity I agree that Aspire Recruitment will keep me informed about potential employment opportunities regularly and that I can choose to opt out of receiving information at any time.