Day in the Life of… a Customer Service Advisor
Tayla Montgomery is one of our Customer Service Advisors. A day in her role is never a repeat of the last, with tasks varying from handling calls in relation to general enquiries and repairs to managing our Facebook Messenger, online contact forms and email enquiries – all whilst covering the office reception!
Here we spend a day with Tayla to see what’s in store for her.
8am
I head into work and start the day with our Wednesday morning team meeting. These are used by the Team Leaders to cover essential updates as well as conduct import training, giving us the tools to support our customers with the wide range of enquiries we receive.
10:30am
Our phone lines on a Wednesday open at 10:30, but I’m on reception today and I’m managing our repairs and service dashboards. This includes all the contact we receive through channels other than the phone. Today I’m focusing on the repair dashboard.
"On average, our team handles more than 450 calls each day. These can range from a simple repair for a dripping tap to emergency call outs for uncontainable leaks coming through ceilings."
11am
I’ve already received three calls from our contractors to raise emergency jobs from site, and two additional calls from Scheme Assistants, wanting further information on active urgent repairs.
I also get the first visitor to the reception desk. We know this man well as he frequently visits the office, preferring to resolve his queries face-to-face.
After helping the customer and waving goodbye, I continue to work from the dashboard. On here, I can raise orders that have been passed across from colleagues in other areas of the organisation, providing additional support to customers that are unable to raise a query with the contact centre themselves.
1:30pm
I check that there’s cover to handle the reception desk and it is lunch time!
2:30pm
After lunch, I have another customer visit the office. She explains that one of our repairs contractors came out to complete an install of new insulation in her loft, but the previous insulation hadn't been removed by a subcontractor. She can only do Monday appointments, so with the support of Fortem, we manage to arrange two appointments to suit her schedule.
4pm
Before the end of my shift, I continue handling all the enquiries passed through the hotline. On average, our team handles more than 450 calls each day. These can range from a simple repair for a dripping tap to emergency call outs for uncontainable leaks coming through ceilings.
5pm
It’s home time! I log off from the computer and pop my headset aside ready for tomorrow. I’m looking forward to getting home and having a cheeky TV dinner with my partner!