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Repairs Call Handler

Repairs Call Handler

  • Location

    Hampton

  • Sector:

    Social Housing

  • Job type:

    Permanent

  • Salary:

    £18k - 19k per year

  • Contact:

    Holly Lewis

  • Contact email:

    holly.lewis@buildrec.com

  • Contact phone:

    020 3176 4790

  • Job ref:

    HL_119977

  • Published:

    2 months ago

  • Expiry date:

    2019-06-11

 

Repairs Call Handler (Perm)
Location: Accrington
Salary: £19K
Hours: 8am – 5pm Mon - Fri (1-hour lunch)

I am looking for an experienced repairs scheduler to work for a Housing Maintenance Contractor based in Accrington. If you are self-motivated, have a good telephone manner and planning & organising skills, I would like to hear from you!

Responsibilities

  • Providing customer service to residents and customers
  • Arranging appointments for residents with Trades people in a cost effective and organised manner
  • Dealing with queries from residents, changing appointments
  • Rescheduling appointments using our planning tools
  • Logging current jobs onto our job management system/database
  • Working with Supervisors and trades people to organise and schedule work
  • Updating and changing information as the job changes
  • Ordering equipment needed for the job
  • The key person communicating between the resident and maintenance worker
  • Keeping all activity logged and up-to-date in an accurate manner
  • Liaising with staff at customer sites keeping them up-to-date with progress information
  • Follow the company’s policies and procedures at all times
  • Cooperate with colleagues from other Departments in a timely manner if and when necessary
  • Provide information to your line manager in a timely manner when requested to do so
  • Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance
  • Working predominantly on DRS ensuring operatives days are planned maximising productivity re-arranging works where necessary to optimise the operatives route
  • Receiving phone calls from operatives on site
  • Deploying emergencies to the correct operative – ensuring all are covered by the day to day team and not passed to OOH except in extreme circumstances – Supervisors to be made aware when emergencies are passed to OOH
  • Ensuring that operatives are using and updating their PDAs correctly
  • Ensuring jobs raised in the interface are booked in within target
  • Ensuring that all follow on jobs are actioned by the end of the day – all jobs on the operatives schedules are to be red colour and full notes on Rocc
  • Printing and emailing all non PDA operatives works at the end of the working
  • Back up to all other planners, covering any absences


Key Knowledge

  • IT Literate
  • Maintenance sector
  • Maintenance sector terminology
  • KPIs
  • ROCC/Opti-time/DRS

Key Skills

  • Excellent Telephone Manner
  • Customer Service focused
  • Excellent Communication skills
  • Ability to identify problems
  • Ability to identify customers’ needs
  • Willing to go the extra mile to deal with a difficult situation
  • Ability to prioritise issues
  • Ability to meet tight deadlines
  • Ability to work under pressure
  • Attention to detail
  • Team player

Key Experience

  • Call centre environment
  • Repairs and Maintenance


Other Key Information

  • Excellent Work ethic
  • Treating others with respect
  • All staff have a personal responsibility and accountability to Axis to ensure that their day to day activities adhere to the Sustainability Policy Statement and Plan and minimise the impact upon the environment.
  • It is the responsibility of all staff to ensure that their day to day activities embrace sustainability and reduce the impact upon the environment by minimise waste and maximise recycling; saving energy; minimise water usage and report any electrical faults, water leakage or other environmental concerns to the facilities or line manager.

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.