Customer Advisor (Repairs)

Havebury Housing Partnership; Bury St Edmunds; Hybrid; GBP 26,000; Full time

Job summary

A housing association in Bury St Edmunds seeks a Customer Advisor (Repairs) to serve as the first point of contact for residents reporting repairs. You will manage inquiries effectively, ensuring customer satisfaction while working in a supportive hybrid environment. The role offers a salary of £25,863.29, 28 days annual leave (increasing with tenure), and additional benefits that promote work-life balance.

Benefits

28 days annual leave plus bank holidays

Pension scheme (7% - 12%)

Life assurance

Flu jab provision

Electric vehicle salary sacrifice scheme

Medical cashback plan

Qualifications

• Experience working in customer service or a call centre.
• Experience dealing with high volume calls.
• Ability to work under pressure and to deadlines.
• Experience resolving difficult situations.
• Ability to identify changes in customer requests.

Responsibilities

• Handle all contact relating to repairs and servicing requests.
• Communicate with residents to diagnose repairs accurately.
• Address queries about repairs service and timeframes.
• Take ownership of service failures and complaints.
• Follow standard policies adjusting for specific resident situations.

Skills

Customer service experience

High volume call handling

Ability to work under pressure

Conflict resolution skills

Ability to identify improvements

Job description

We have an incredible opportunity to join us as a Customer Advisor (Repairs) within our repairs team!

This is your chance to make a great impression on our customers as you’ll be the first point of contact for our residents and stakeholders in reporting and diagnosing repairs, servicing and other related requests.

We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer‑centric organisation, investing in our existing homes – including our zero‑carbon journey – as well as building new homes.

A lot of our roles come with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of Key Responsibilities

• Deal with all contact relating to repairs, servicing and other requests. This will be via our multi‑channel services available to our tenants and residents
• Communicating with residents to diagnose repairs, to ensure as much as possible these are right first time
• Deal with queries around our repairs service from residents and other stakeholders. This includes but is not limited to repairs responsibilities, as well as timeframes and priorities
• You will take ownership of service failures and complaints, dealing with these in an efficient and effective way
• You’ll follow standard policies and procedures, whilst recognising in some instances we may need to make adjustments to deal with a particular resident’s situation

We are looking for someone who has

• Experience working in customer service or a call centre background
• Experience of dealing with high volume calls
• Ability to work underpressure and to deadlines
• You’ll have experience of dealing with and resolving difficult situations
• The ability to identify and bring attention to changes in types of customer requests and areas where our responses to customer requests could be improved

In return, we are offering

• An annual salary of £25,863.29
• We are committed to providing a healthy work‑life balance for employees and their families, as such we operate hybrid working conditions from home and our office in Bury St Edmunds
• Annual Leave – 28 days per year (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% – 12% depending on individual contribution
• Life assurance – a payment of 3× your salary
• Annual flu jab – provided each winter to all employees
• Electric vehicle salary sacrifice scheme – plus we currently have free electric charging points
• Competitive medical cashback plan

At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.