Customer Service Officer - Repairs / Social Housing

Customer Service Officer - Repairs / Social Housing

  • Location


  • Sector:

    Housing Maintenance Trades

  • Job type:


  • Salary:

    £19k per year

  • Contact:

    Holly Lewis

  • Contact email:


  • Contact phone:

    020 3176 4790

  • Job ref:


  • Published:

    about 1 year ago

  • Expiry date:


Customer Service Officer - Repairs / Social Housing 

Location: Basildon

Salary: £19K

Hours: 8:00am – 17:00pm Mon – Fri (1 hour lunch)

About you

Must have call centre experience in repairs / maintenance 

Must be able to drive due to locaton of the office

About Role

Handling calls and emails from the client to log issues, deploy engineers and monitor completion of the work, providing updates at regular intervals.

Ensure that the system is updated in a timely manner so that the client and the Operations are in receipt of the most up to date information.

Ensure jobs are planned within the contractual KPI’s through effective engineer utilisation. 

Be an active team member of the planning team through suggestions / ideas and participation in any initiatives / projects.

Ensure the planning process is delivering maximum productivity

Ensure that client/ customer variations are integrated into the system appropriately and accurately

During the work process, liaise closely with engineers to ensure materials are collected from suppliers promptly and work is planned to ensure we can provide a first time fix to residents wherever possible.

Utilising the MSi dashboard, assist in the monitoring delivery for each task on the project, reporting to the Project Manager on exceptions or problems encountered.

Assist service engineers and or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.

Understand the case workload and alert the Team Leader to issues requiring intervention.

Support the effective utilisation of resources and communicate accordingly.

Escalate variations and communicate accordingly.

Proactively offer up to date information to the client in relations to ongoing works

Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations.

Establish and maintain good working relationships with internal and external colleagues, and all members of the management and exec teams.

Develop and maintain effective working relationships with service engineers, clients, customers (internal and external) and suppliers.

Actively disseminate information with colleagues, team leaders and service engineers, maximising our day to day delivery.



This is a fantastic opportunity to join one of the leading industry sector companies where we recognise the value of diversity, flexible working and that talented people are key to our success.     

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.