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Service & Repair Customer Service Agent



Job type:



PH Jones, part of British Gas, are a leading player in the Social Housing market. We are now looking for a Customer Service Administrator to join our team in Newport.

The Role

You will be providing excellent customer service when arranging engineers to visit customers with central heating breakdowns and Servicing. You will need to take into account the needs of the customer and prioritise accordingly when allocating work to Engineers.

Your day to day duties will include:

  • Assist with the complaints escalation and resolution process
  • Log new customer calls ensuring client priorities are met
  • Allocate work to Engineers taking into consideration client needs
  • Where necessary, check system periodically to ensure Engineers have sufficient and appropriate workload
  • Identify and escalate opportunities to improve operative performance, and process improvement

The Person

You need to be able to work well as part of a Customer Focused Administration team and understand good housekeeping for data protection. Be conversant in the use of Microsoft Office and Outlook and be able to initiate process improvement. Communicate effectively with customers and clients and be able to resolve issues professionally. Apply excellent priority setting skills to ensure that the essential needs of the business are met at all times and adapt to each customer request and maintain a professional communicative manner at all times