We are currently recruiting for our Out-of-Hours Emergency Housing & Property Repairs service. This post is currently hybrid working.
The role involves responding to a wide range of enquiries, including diagnosing and escalating emergency repairs, as well as prioritising enquiries particularly during emergency incidents. Knowledge of council services is desirable but not essential as full training will be given. Enquiries are mainly received by telephone, but will also include email and social media. Whether it’s plumbing, heating, electrics, drainage, roofing, fencing, or locks that need our attention, we strive to offer the best possible service.
To provide the highest level of customer service, we seek to recruit staff with experience of working in a busy, customer-focused or contact centre environment. Ideally, you will have experience of Housing and/or Corporate Property Repairs; however, comprehensive training will also be provided. You should have excellent verbal and written communication and IT skills, including using multiple front-line systems. You will have excellent customer care and call handling skills, with the ability to take ownership of the decisions you make and work effectively as part of a team. You should demonstrate a flexible approach to work, an ability to prioritise tasks, and a willingness to learn and evolve with the service as it develops. Although fixed shifts apply to posts, there will be a need for flexibility between the shift patterns.
Minimum Requirements:
1. An SVQ2/Higher/National 5 or equivalent level qualification is essential.
2. A Customer Care Qualification is desirable.
Hours of Work: 35 hour post, 5 days over 7 including dayshift, backshift, and nightshift.
Sample rota:
1. Week 1 – Monday to Friday 16:00 – 00:00
2. Week 3 – Monday to Friday 16:00 – 00:00
Working here at North Lanarkshire Council:
If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days of annual leave and 6 public holidays, and a wide range of benefits available to you. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.
We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description. We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans, and their families. We offer a guaranteed interview for service leavers, spouses, reservists, and veterans, as long as they meet the essential criteria of the person specification/job description.
North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential, or secure care), you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description.
***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***
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