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Call Centre Administrator

sureserve.co.uk Logo

Sureserve

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Location:
United Kingdom , Dundee

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

26208.00 GBP / Year
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Job Description:

Support various maintenance contracts and their logistical needs. You’ll be a key part of our team, providing frontline support and outstanding customer service for our social housing and public sector clients. Serving as the primary point of contact for customer service inquiries. Ensuring seamless operations between our engineering teams and customers, maintaining high standards of service delivery and contractual compliance.

Job Responsibility:

  • Recording accurate information in a timely manner for all external and internal calls
  • Capture and record repair details, location details, customer details, a description of works carried out and the stock used
  • Liaise with customers and maintenance engineers regarding job information and updates
  • Contact clients, tenants and engineers when required regarding job information, orders and deliveries keeping them informed of repair timelines and delivery expectations
  • Allocate engineers, based on skills, availability, and locality to ensure we meet appointment times and minimise travel and downtime
  • Liaise with engineers to confirm availability and job completion timelines
  • Manage customer complaints and issues, ensuring swift resolution and maintaining customer satisfaction or escalating where necessary
  • Participate in the on-call rota actioning out of hours calls (usually 1 week every 4/5 weeks)

Requirements:

  • Practical experience in contract administration/call centre environment or similar, ideally within the gas/maintenance sector
  • Excellent communication skills gained within a customer focused capacity and confident communicating with clients, residents, engineers and management effectively
  • Strong organisational skills with the ability to manage multiple tasks simultaneously and prioritise effectively
  • Ability to work under pressure, managing challenging situations calmly with problem/decision making skills
  • Adaptable and flexible to deal with fast changing situations and environments, an agile mindset
  • Good understanding of geographical areas and travel time/best routes
  • Be flexible in your working hours to support the delivery of the contract
  • IT literate with proficiency in in MS Office (Word, Excel, Access) and have the ability to learn new systems quickly
What we offer:
  • Contributory pension scheme
  • Life assurance
  • 20 days + Bank holidays (service based increasing holiday scheme)
  • Enhanced maternity, paternity, adoption leave and other family friendly policies
  • Sureserve Benefits Hub, accessing over 1000 retail discounts
  • Virtual GP service, available for employees and immediate family
  • Employee Assistance Programme (EAP)
  • Bike2Work Scheme
  • EV Car Scheme
  • Employee engagement events and “Employee Voice” programmes
  • Strong opportunities for career growth and development

Additional Information:

Job Posted:
January 04, 2026

Work Type:
Hybrid work
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