Customer Advisor (Repairs)

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

Job description

Join our fantastic repairs team as a Customer Advisor (Repairs)! We’re on the lookout for someone who loves helping others and can be the first point of contact for our amazing tenants and residents. You’ll play a key role in reporting and diagnosing repairs, servicing, and other related requests through our multi-channel services.

We proudly manage around 7,500 homes in the beautiful east of England and are dedicated to being customer-centric. We believe in investing in our existing homes, including our exciting zero-carbon journey, while also building new ones to serve our wonderful communities better.

We offer flexible working options, a generous annual leave allowance, and a warm and encouraging environment. Come and be a part of something special!

Requirements

Key Responsibilities:

1. Engage with our tenants and residents regarding repairs, servicing, and other requests through our friendly multi-channel services
2. Utilise our diagnostic tools to ensure that repairs are handled accurately and efficiently, striving for a 'right first time' approach
3. Assist residents and stakeholders with queries about our repairs service, focusing on clarity about responsibilities, timeframes, and priorities
4. Follow our established policies and procedures while being flexible enough to adapt to unique situations
5. Take ownership of service failures and complaints, and tackle them in a proactive and friendly manner

We’re looking for someone who:

1. Has experience working with customers and is passionate about delivering excellent service
2. Can handle pressure and meet deadlines while maintaining a cheerful demeanour
3. Is skilled in resolving tricky situations and can communicate effectively
4. Knows how to ask the right questions to understand what our residents need
5. Has great communication skills and adapts their response to ensure residents feel valued and heard

In return, we are offering...

1. An annual salary of £25,863.29
2. We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds
3. 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
4. Pension – between 7% - 12% dependant on individual contribution
5. Life assurance - a payment of X3 your salary.
6. Annual Flu Jab - provided each winter to all employees.
7. Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
8. 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.