*** PREVIOUS CALL HANDLING AND ADVANCED CUSTOMER SERVICE EXPERIENCE REQUIRED *** The Best Connection are currently seeking advanced customer service advisors for our client in the Mansfield area!! Working within a busy working environment, the responsibilities of the role will include: Inbound Call Management: Handle incoming calls from homeowners reporting issues (e.g., plumbing, electrical, heating) Ask targeted questions to gather all necessary details for a repair request Issue Diagnosis & Triage: Identify the nature and urgency of problems Determine whether self-help guidance is appropriate or if a technician visit is needed Scheduling & Coordination: Log service requests in your CRM or repair management system Assign appropriate technician/fixer based on skills, geography, and availability Monitor progress and update homeowners on estimated arrival times or delays Customer Communication & Support: Provide clear guidance on minor troubleshooting steps homeowners can take Remain calm and professional during escalated or time-sensitive calls Offer accurate updates on the status of service requests Record-keeping & Administration: Maintain thorough and accurate records of calls, diagnoses, schedules, and technician notes Track job progression to ensure timely and satisfactory resolutions Cross-Team Collaboration: Liaise with field service teams, contractors, and internal departments (e.g., billing, scheduling) to guarantee excellent service delivery

The ideal candidate will have: Previous call-handling or customer service experience; experience in home maintenance or housing services is a plus Strong verbal and written communication skills; capable of conveying technical details clearly and sympathetically Good problem-solving ability with an attentive, proactive mindset Proficient skills with call centre and CRM software, plus Microsoft Office tools Working hours: Monday - Friday 9AM - 5PM (37.5 hours per week) Pay rate is £12.21 to begin with, however there is also the potential of a pay increase, following a successful probation period!! A full CV will be required, followed by an interview directly with the company! The Best Connection is acting as an Employment Business in relation to this vacancy.

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