Customer Service Advisor – Morgan Sindall Property Services London, London W92AR

Morgan Sindall Property Services have an exciting opportunity for a Customer Service Advisor to join their team based in Goldney Road, London.


Location: Goldney Road, London


Salary: Competitive + Benefits


Contract Type: Full Time – Permanent


Customer Service Advisor – About the company:


At Morgan Sindall Property Services (MSPS) we believe that talented people are key to our success. There is nothing that excites us more than finding and developing talent and empowering people to be the best they can be.


We are the leading provider of building maintenance services within the public sector; providing repairs, planned & void refurbishments, and compliance services to over 200,000 properties nationwide.


Customer Service Advisor – About the Role:


To manage the future schedule of appointments. Work with clients, customers, sub-contractors, suppliers, and supervisors to schedule appointments and make promises that you know we can keep.


Key Responsibilities:


– Take ownership and responsibility for identifying the customer’s needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions


– Take ownership of the forward schedule to ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet)


– Take ownership for and manage unscheduled jobs


– Effective use of the MSi system to actively schedule available Operatives and Sub-Contractors to jobs


– Deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction


– Oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work


– Work with the Commercial team and Operatives to ensure materials are ordered and collected from suppliers promptly and work is planned to ensure we can provide a first-time fix to residents wherever possible


– Handling calls and emails from the client to log issues, deploy Operatives and monitor completion of the work, providing updates at regular intervals


– Ensure that the system is updated in a timely manner so that the client and the Operations are in receipt of the most up to date information


– Ensure the scheduling process is delivering maximum productivity


– Where first-time fix is not possible, manage the effective scheduling of follow-on works


– Understand the case workload and alert the Team Leader to issues requiring intervention


– Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations


– Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers


– Take a strategic view of demand (jobs being raised) and the supply of resources (Operative and Sub-Contractor skill mix) and make recommendations to the Partnership Manager and Supervisors about optimising the available resource mix


– Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers


Customer Service Advisor – About You:


– Good working knowledge of the following IT packages:


– Microsoft Office, Word & Excel


– Excellent administration skills


– Excellent written and oral communication skills


– Excellent customer service skills


– Excellent organisation skills


– Good knowledge of repairs and maintenance sector or trade-based background


– Good problem-solving skills


– Proactive, and able to multitask


– Good attention to detail


– Collaborative team player


Customer Service Advisor – Benefits:


– 23 days holiday plus bank holidays


– Career progression


– Workperks benefits: including Cashback, shopping vouchers, discounts


– Cycle to work scheme


– Share Save schemes


– Eye Care Vouchers


– Accident & Life Assurance Cover – B&CE Scheme


– 1 Professional Subscription per annum


– Paid voluntary work


– We will consider requests for flexible working where possible


To submit your CV for this exciting Customer Service Advisor opportunity, please click ‘Apply’ now.


To be part of a successful team and build your future career with Morgan Sindall please apply now.


MSPS are proud to support the resettlement of armed forces personnel


This is a fantastic opportunity to join one of the leading industry sector companies where we recognise the value of diversity, flexible working and that talented people are key to our success