Call Handler

Description:

Join a dynamic team where your communication skills make a real difference to residents' daily lives.

Call Handler (Social Housing Repairs)

Location: Crawley, West Sussex

Pay Rate: £12.80 per hour

Working Hours: 40 hours per week (Monday – Friday)

Contract Type: Full-time, Contract/Temporary to Permanent

About the Role

We are looking for a reliable, customer-focused Call Handler to join a busy team in Crawley, working on behalf of a leading social housing contractor.

As the first point of contact for residents, you will play an important role in ensuring day-to-day property repairs and maintenance services run smoothly. You will handle inbound calls from tenants, log their repair requests, and help guide them through their customer journey.

Key Responsibilities

Take inbound calls from tenants, housing officers, and subcontractors regarding reactive repairs and maintenance issues

Clearly and accurately identify the nature of the repair request by asking targeted questions to log the job correctly

Enter comprehensive job details and resident notes onto the internal housing database system

Direct emergency repair updates and safety concerns to the scheduling and field management teams instantly

Handle tenant queries, complaints, and follow-up calls regarding ongoing works, providing clear updates on appointment slots

Manage email correspondence coming into the main customer care inbox and update records accordingly

What We Are Looking For

Experience: Previous experience in a call handling, customer service, or contact centre environment is essential. Experience within social housing, local authorities, or the construction sector is highly desirable

Communication: Excellent telephone manner with the ability to communicate clearly, patiently, and empathetically with residents from all backgrounds

IT Skills: Strong computer literacy with the ability to input data quickly and accurately while managing phone queues. Experience with housing management systems (such as Northgate or CRM platforms) is a plus

Organisation: Comfort managing a high volume of calls in a fast-paced environment while maintaining clear documentation

Benefits

Consistent weekly pay at £12.80 per hour

Stable, full-time 40-hour work week with regular daytime hours

Excellent training and support provided on internal software platforms

Great opportunity to transition into a permanent role with an established national contractor

Apply today to start making a positive impact in social housing while building your career with a respected contractor.

Job Types: Full-time, Temp to perm

Pay: £12.80 per hour

Work Location: In person