Location: Dorchester (office-based 5 days a week)
Hours: Full time (35 hours)
Temporary Contract: Initially 6 months- possibility of extension
About us
We are a social housing landlord and England’s leading rural housing specialist. We deliver small housing developments in partnership with local communities although, for historic reasons, we also own some housing in urban areas.
We are passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives, then we want to hear from you.
About the role
As a key member of the Property (asset) team, you will be responsible for ensuring the smooth operation of our repairs phone line, delivering excellent customer service and resolving enquiries in real time. This role involves managing a team of Customer Repairs Advisors and Administrators, providing leadership and guidance through regular one-to-one meetings, performance appraisals, and setting clear objectives. You'll play a critical part in developing the team's skills, conducting call quality reviews, and ensuring the team consistently meets key performance indicators (KPIs).
Your duties will also include managing escalated and complex repair issues, monitoring contractor performance, and proactively following up with customers to ensure repairs are completed on time. In addition, you’ll work closely with other departments, such ...