Social Housing Call Handler (Maintenance Repairs) - Be a Voice for Our Residents!
Are you passionate about helping people and making a real difference in your community Do you thrive in a fast-paced environment where your communication skills can shine If so, we want you!
We're seeking a dedicated and empathetic Social Housing Call Handler to be the first point of contact for our residents reporting essential repairs and maintenance needs. You'll play a vital role in ensuring our residents' homes are safe and well-maintained, providing top-notch customer service and ensuring efficient responses to their concerns.
Why this role is important:
As a Social Housing Call Handler, you're more than just a voice on the phone. You're a problem solver, a listener, and a key link between our residents and the teams that keep their homes in great condition. You'll be empowered to make a real impact on people's lives by ensuring their repair requests are handled promptly and efficiently.
What you'll be doing:
Answering inbound and outbound calls from residents, addressing their repair and maintenance concerns with empathy and professionalism.
Accurately logging all repair requests in our system, capturing every detail to ensure efficient processing.
Diagnosing repair issues based on resident descriptions, using your problem-solving skills to determine the right course of action.
Prioritising urgent and emergency repairs, ensuring swift action to resolve critical situations.
Keeping residents informed about the status of their repairs, managing expectations and providing timely updates.
Collaborating with contractors, housing officers, and other internal teams to ensure seamless repair completion.
Handling complaints with professionalism and escalating issues as needed.
Maintaining accurate records of all calls and updates within our housing management system.
What you'll bring:
Essential:
GCSEs (or equivalent) in English and Mathematics (Grade C/4 or above).
Proven experience in customer service, preferably in a call centre, housing, or maintenance environment.
Proficiency in IT systems, including Microsoft Office (Word, Excel, Outlook) and CRM or housing management systems.
Excellent verbal and written communication skills.
A willingness to learn about social housing repairs and maintenance terminology.
Desirable:
Previous experience in a call handling, customer service, or housing repairs role.
Knowledge of social housing repairs and maintenance terminology.
Who we are looking for:
We value individuals who are:
Empathetic: You genuinely care about the needs of our residents.
Resilient: You can handle pressure and difficult conversations with professionalism.
Organised: You can manage multiple tasks and prioritise effectively.
Team-oriented: You work well with others to achieve shared goals.
Problem-solvers: You can think on your feet and find solutions to challenges