Who You Are Proficient in English, able to converse confidently and courteously with the public. Experienced in diagnosing and resolving housing repairs and complex inquiries. Skilled in shadowing, coaching new staff, and providing feedback to management. Able to triage and manage various customer contacts, taking ownership for resolution or escalation. Detail-oriented, with excellent problem-solving skills and the ability to manage customer expectations factually and reasonably. Committed to continuous improvement and able to write new procedures for system enhancements. Motivational, encouraging team members to deliver exceptional customer service. Previous experience in a multi-functional customer-facing environment, preferably within social housing, is an advantage. What the Job Involves Handling customer contacts across multiple channels, providing high-quality, first-point-of-contact resolution for 80% of inquiries. Promoting the Council’s digital platform, offering 1-2-1 training and support to customers and colleagues. Representing the Council professionally, ensuring customer satisfaction and loyalty. Becoming a highly skilled repairs expert to accurately diagnose and prioritize repairs, with a focus on safety and legislative requirements. Using judgment and problem-solving skills to resolve ongoing and complex repairs inquiries. Identifying opportunities for continuous improvement and participating in service improvement projects. Providing training and coaching to colleagues and deputizing for team managers when needed. Managing leaseholder inquiries, handling complaints, and ensuring effective issue resolution. Maintaining effective communication with line managers and participating in safety training and performance appraisals. Working collaboratively with internal and external stakeholders to ensure service delivery and continuous improvement.