Customer Service Advisor Basildon Your new company My client provides integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities they serve. Their services include responsive repairs, void refurbishments, compliancy services and planned maintenance work. Your new role Responsible for responding to resident repair requests by call and email, diagnosing the repair and using MSi technology to allocate appointments to the in-house and/or subcontracted workforce. Ensure both the customer and the client receive an excellent standard of customer service.Key Responsibilities:• 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 their 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 ..... full job details .....