Repairs Customer Service Advisor

Description:

Job Title: Repairs Call Handler
Location of the job: Crawley, RH10
Contract type: Temp maternity cover
Weekly hours: 42.5 hours per week
Working hours: Monday-Friday
Start date: ASAP

Job Purpose
The role of the repairs call handler is to handle a high volume of inbound calls to the repairs line while accurately diagnosing, raising and scheduling a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors). You'll need to be confident using own initiative and have the ability to update systems and follow processes.

Responsibilities

Act as the first point of contact for customers and colleagues, successfully handling a
wide range of queries (including accurately diagnosing, scheduling and logging
repairs) right first time only escalating to specialist teams and contractors when
required.
Offer a speedy, consistent and professional customer experience across a range of
channels (voice calls, live chats, emails, customer portal, mobile app, CRM,
telephony systems, repairs systems, knowledge base, Orchard & Outlook).
Quickly and accurately record and update all customer contacts and requests for
services, repairs, bookings and appointments using all relevant in-house systems.
Contribute in achieving contact centre targets for grade of service, abandoned calls,
right first time, customer portal/app sign ups and overall customer satisfaction,
following agreed policies and procedures.
Person Specification

Strong scheduling experience
Experience working in the social housing and/or repairs sectors
Excellent customer service skillsIf you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Ryan at Service Care Solutions on (phone number removed) or send an E-Mail to