Customer Services Agent

Customer Services Agent – Repairs

Employer: Ashford Borough Council
Location: Ashford, Kent
Working pattern: Hybrid
Contract: Full time
Salary: £27,753 – £30,243 per year
Vacancies: 3
Category: Customer Service
Closing: Expiring in less than 3 weeks

About the Role

Ashford Borough Council is looking for three enthusiastic and customer-focused Customer Services Agents to join its Responsive Repairs team.

This is a varied and fast-paced role supporting residents with repair requests from the first point of contact through to completion. You will help deliver an efficient and reliable repairs service while keeping customers informed throughout the process.

Key Responsibilities

As a Customer Services Agent, you will:

• Process and coordinate repair requests, ensuring work is accurately diagnosed, prioritised and appointed.
• Provide a high standard of customer service by telephone, email and online channels.
• Support customers who may be dealing with difficult or frustrating situations.
• Take ownership of enquiries and outstanding actions and follow them through to resolution.
• Monitor repairs and work in progress, identifying outstanding actions and following them up to prevent delays and backlogs.
• Liaise with operatives, contractors, colleagues and other Council services to achieve timely outcomes for residents.
• Keep residents informed with clear updates and manage expectations about their repairs.
• Maintain accurate customer records and information across business systems.
• Support administrative tasks including invoicing and customer satisfaction surveys.
• Carry out other repairs-related duties as required.

What Are They Looking For?

Applicants should have:

• Excellent written and verbal communication skills.
• A positive and professional approach to customer service.
• Strong organisational skills and the ability to manage competing priorities.
• Confidence working in a busy environment and adapting to changing priorities.
• Good problem-solving skills and a proactive approach.
• The ability to work independently while contributing positively to a wider team.
• Good IT skills and confidence using different systems.
• Resilience and the ability to remain calm and professional when handling challenging situations.

Previous experience in customer service, administration, call handling, housing or repairs would be an advantage.

However, Ashford Borough Council states that a strong attitude, willingness to learn and commitment to delivering a good service are equally important.

Hybrid Working

The role offers hybrid working, with flexibility to work both from home and in the office. The council says this approach is designed to support employee wellbeing, work-life balance, personal development and collaborative working.

Employee Benefits

Ashford Borough Council offers a competitive remuneration package, including:

• Salary-linked pension scheme
• Generous annual leave
• Free life insurance
• Supportive relocation package for eligible roles
• Training and development opportunities

Application Process

Interested candidates should apply through LG Jobs and ensure they receive confirmation that their application has been successfully submitted.

For assistance with completing the application form, contact recruitment@ashford.gov.uk.

For an informal discussion about the role, contact Shannon Elvin, Responsive Repairs Planning and Programming Supervisor, on 07443 345165.

Sponsorship

The advert does not state that visa sponsorship is available for this position. Applicants requiring Skilled Worker sponsorship should confirm eligibility directly with Ashford Borough Council before applying.

Source: LG Jobs / Ashford Borough Council