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Repairs Call Handler

  • Location

    Pitsea

  • Sector:

    Housing Maintenance Trades

  • Job type:

    Temporary

  • Salary:

    £10 - 13 per hour

  • Contact:

    Holly Lewis

  • Contact email:

    holly.lewis@buildrec.com

  • Contact phone:

    020 3176 4790

  • Job ref:

    HL_13299

  • Published:

    10 days ago

  • Expiry date:

    2019-12-09

Repairs Call Handler – Social Housing (Temp)

Location: Pitsea

Salary: £10.03 PAYE £12.64 LTD

Hours: 35 hours per week (10.30am – 18.00pm)

I currently have an exciting opportunity for a repair’s call handler to join a leading housing association based in Pitsea.  

The position for the repair’s call handle requires someone with good customer service skills and good organisational skills.

Purpose of the role:

To be the first point of contact for all customers contacting the Customer Care Line (CCL) regarding repairs and property maintenance, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise Right First Time resolution. Use questioning skills to establish priorities and raise jobs on the system.

Key Responsibilities:

Answering Enquiries

To be the first point of contact for all customers with enquiries concerning repairs and maintenance services

Repairs
Answer contacts from customers reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in-house system.

Complaints
Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department. 

Leasehold enquiries
Deal with routine enquiries from leaseholders regarding maintenance.

Managing Records
Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others.

Managing Records

Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others.

Liaison

Obtain information on behalf of the customers from Asset Management, Repairs and maintenance contractors and schedulers, to enable clear and Comprehensive responses to be provided.

Maintain links with and knowledge of Asset Management

Repairs/Maintenance Policies so that general enquiries and requests for service can be appropriately answered or referred for a response.

Chase up other departments where they have failed to provide a satisfactory response using in house systems to highlight any service failures.

Ensure that customers and other relevant staff are kept informed of delays in delivering a  service and of the reasons for these delays, and the action being taken to  minimise delays and restore service delivery.

Quality Assurance and Improvement

Ensure that all information and advice provided to customers is clear, in accordance with policies, procedures and service standards, and takes into account the individual customer’s circumstances. 

Meet agreed individual performance targets and contribute  positively to the achievement of team targets and the success of the  Customer Care Line and the service generally, providing cover and support for other team members as necessary or directed.

Make best use of information and other technology to ensure high standards of service to customers and maximum operational efficiency.

Update customer information as a matter of course and when finding data errors in any systems, ensure the necessary correction is carried out.

Participate positively in training courses and to adjust own working practices accordingly.

General

Support positively the organisation’s Equal Opportunities policies in all aspects of the work undertaken by the Customer Care Line Officer.

Comply with all aspects of the organisation’s Health and Safety Policy ensuring that any potential risks or breaches are reported to the Customer Care Manager.

Work relevant shift hours to ensure the Customer Care Line is operational between the hours of 08:00 and 20:00 Monday to Friday and 09:00 and 13:00 Saturday.

To undertake such other duties as are appropriate to meeting the responsibilities set out in the job description and which are commensurate with the grade.

Person Specification:

Experience

Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance. 

Experience of using IT systems as a source of information and to record information about, and transactions with customers to ensure an up to date and efficient service.

Experience of a commitment to high standards of customer care and service delivery in an environment where customers may display aggressive behaviour.

Experience of providing services which rely heavily on the effective interaction of a number of different departments within an organization.

Skills and Abilities

Willing and able to provide a positive and friendly first response to residents and other callers.
Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.

Able to work as a member of a team but taking responsibility for own actions.

Able to take proactive action to prevent complaints from escalating.

Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.

High standards of verbal and written communication skills ensuring all communication is clear, concise, comprehensible and free from jargon.

Basic numeracy skills.

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.