Salary: TBC
Benefits:
23 days holiday plus bank holidays, Accident Cover - B&CE Scheme, Life Assurance – B&CE Scheme, Career progression with our Training and Development programme, Company Uniform, Cycle to Work Scheme, Oracle benefits; including Cashback, voucher codes, shopping vouchers, reloadable cards, discount holidays etc., Eye Care Vouchers, Share Save schemes, 1 Professional Subscription per annum, Paid voluntary work
About the company
At Morgan Sindall Property Services (MSPS) we believe that talented people are key to our success. There’s 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.
As a company we love pushing boundaries, challenging the status quo and doing things differently to provide the best possible outcomes for our employees and customers. Whether it’s investing in new technology, developing the careers of our people or creating last legacies within the communities we work; we love knowing that we keep moving forward.
About the team
MSPS operates a decentralized philosophy. This means that while we maintain a strong and consistent approach to the way we work, our teams and contracts have the flexibility to tailor and adapt their delivery to meet the needs of our customers.
With over 30 different contracts nationwide, our teams are empowered to make decisions based on what is right for the project, ensuring our customers always comes first.
About Role
- Take ownership for responding to inbound communications (calls and emails).
- Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
- Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
- Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience
- Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of ther gas or electricity meter, re-setting a blown fuse, etc).
- Where an appointment is required, work to ensure that it is offered in line with 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).
- Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information
- Where a resident wants to re-book an appointment, it may be necessary to liaise direct the Planners and Service Controllers to communicate short-notice changes
- Capture detailed notes on the system to support operatives in completing a first time fix on site.
- Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative
- Actively embrace and support a culture of accountability and service excellence
- Assist service Operatives and or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.
- Escalate existing repair jobs to Planners or alert the Team Leader to issues requiring intervention.
- Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers.
- Liaise with the Planning team as appropriate to ensure all works are carried out within agreed timeframes.
- Take resonbility for your own and your team’s performance, ensuring Key Performance Indicators (KPIs) are achieved and where required improvements in performance pursued.
- Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.
About You
You will have previous administrative experience with evidence of delivering excellent customer service and maintaining high quality relationships.
You will have excellent interpersonal skills and deliver effective interaction with all internal and external stakeholders. You will have the ability to develop and maintain good working relationships with key stakeholders and ensure best practice prevails throughout the contract.
You will have excellent telephone skills and be able to obtain detailed information from telephone discussions.
Awareness of the Health and Safety Standards set by the company in accordance with other regulatory bodies will be of paramount importance to you.
To be part of a successful team and build your future career with Morgan Sindall please apply now.
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.