Customer Services Agent - Repairs

As a Customer Service Agent, you will play a vital role in our cross-functional team, providing efficient back-office support and outstanding customer service for our repairs operations. From processing and scheduling repairs to liaising with contractors and handling customer enquiries, you will be at the heart of ensuring our services run like clockwork.

You willbe responsible for managing repairs processing, scheduling, and out-of-hours enquiries, along with:

Handling online/email requests, officer enquiries, and contractor communications

Updating customer records and ensuring accurate data management

Taking incoming calls and service requests with professionalism and care

Raising and prioritising repair jobs while meeting KPIs and service standards

Supporting invoicing and customer satisfaction surveys

For you to be competent in this role it is essential that you are organised, resilient, and customer-focused, as well as:

Being a confident communicator with strong written and verbal skills
Skilled in multitasking and managing competing priorities
Proficient in Microsoft Office and IT systems
Having the ability to work independently and collaboratively within a team
Previous experience in an administrative or customer service role

At Ashford Borough Council, we are committed to delivering high-quality services to our community. You will be part of a supportive team that values your contribution and offers opportunities for growth and development.

Click to view a Job Description

For an informal discussion about the role please contact Debbie Phillips on 01233 330596

When applying - Please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email recruitment@ashford.gov.uk

Hybrid Working - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working. Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.

With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide

We welcome applications form the Armed Forces Community