Ian Williams Ltd
Customer Service Advisor Inbound
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Customer Service Advisor Inbound
Inbound Customer Service Advisor
An integral part of the ‘Responsive Maintenance’ arm at Ian Williams, we seek a dedicated Inbound Customer Service Advisor to join our growing National Helpdesk (iwhub) team.
This role offers the dynamics of a fast-paced, pressurised environment where you’ll work to SLAs and KPIs, providing exceptional customer service.
About the Role
Your contributions will have a real impact by ensuring that our social housing clients receive outstanding support. Your excellence—and that of the team—directly supports the company-wide success of Ian Williams.
Company Values
We are placed once by fairness, inclusivity, and respect. hard Work is always recognised and rewarded.
Benefits & Perks
- Competitive base salary of £28,583 per year for a 37.5-hour working week
- Monthly performance bonuses
- Profit share scheme
- 31 days’ annual leave (including public holidays) + ability to buy or sell annual leave
- Up to 5% pension contributions
- Life insurance
- Annual pay reviews
- Training and development opportunities
- Health and wellbeing support via Lighthouse Charity
The office offers:
- A modern, spacious, open-plan workspace with easy public transport access (train & bus)
- Onsite parking for drivers
- Fully equipped kitchen & facilities
- Comfortable, private breakout areas
- A designated prayer room for worship
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Key Responsibilities
As an Inbound Customer Service Advisor, your core duties include:
- Handling high-volume inbound calls related to repairs and maintenance enquiries from social housing clients or residents.
- Using our dynamic scheduling system and technology, deliver first-class customer experiences via:
- Clear, concise, and timely communication
- First-time resolution where possible
- Managing daily operations, including emergencies and exceptions, to ensure the most appropriate service is provided and followed up with the correct departments.
- Acting as the primary point of contact for:
- Customers with escalated issues
- Trade operatives on-site, helping resolve problems and providing timely updates
- Accurately inputting detailed, up-to-date notes for all jobs/tasks into our systems, adhering to processes.
- Generating daily KPI reports to contribute to overall contract performance.
Requirements & Skills
We require:
- Demonstrated customer service experience from a contact centre or call centre, with repairs and maintenance familiarity.
- Strong IT skills to quickly adapt to new systems and follow procedures smoothly.
- Excellent communication skills, combined with:
- The agility to make decisions and follow them through to satisfaction
- A customer-focused mindset, prioritising fair resolutions
- An unswerving commitment to excellence, with genuine pride in achieving performance targets.
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About Ian Williams Ltd.
For more information, explore our website, social media platforms, or visit LinkedIn, Indeed, and Glassdoor.
Pre-requisites
We will require a criminal records check for eligible candidates due to regulatory compliance under the Rehabilitation of Offenders Act (1974).
Ian Williams is committed to diversity, equality, and inclusion, actively welcoming candidates across all backgrounds, including gender, ethnicity, sexual orientation, disability, and religious beliefs.
We reserve the right to shortlist candidates before the closing date.
Additional Note
We maintain partnerships with preferred recruitment agencies, therefore, we kindly request no agency engagement for this position. Further terms related to data protection are outlined in our Candidate Privacy Notice, accessible via our website.
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