Customer Repairs Advisor (Full Time)

Hastoe Housing Association Limited; Dorchester; Remote; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Annual leave

Enhanced pension

Job summary

Hastoe Housing Association Limited is seeking a friendly, customer-focused call centre advisor to be the first point of contact for customers experiencing issues with repairs.

You will handle enquiries via phone, email, live chat and our online portal, coordinate with colleagues and contractors, and use IT systems to log communications. We offer 24 days annual leave, enhanced pension contributions, and a supportive, inclusive workplace.

Qualifications

• Experience of working in a busy, customer-facing environment.
• Friendly, positive telephone manner.
• An empathetic touch and ability to offer solutions to problems.
• Ability to provide excellent services with a quick turnaround.
• Excellent IT skills with the aptitude to use specialist software (training provided).

Responsibilities

• Deal with customer enquiries via telephone, email, live chat and our online portal.
• Liaising with colleagues to resolve repairs for customers.
• Liaising with external contractors in the delivery of our repairs service.
• Using IT systems in recording and logging communications with customers and reviewing information.

Skills

Customer service

Telephone manners

Empathy

Problem solving

IT skills

Job description

Hastoe owns and manages more than 7,500 homes across the south of England from Devon to Norfolk. 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

You will be part of our friendly and supportive call centre team that acts as the first point of contact for customers experiencing issues with their repairs.

• Dealing with customer enquiries via telephone, email, live chat and our online portal.
• Liaising with colleagues to resolve repairs for customers.
• Liaising with external contractors in the delivery of our repairs service.
• Using IT systems in recording and logging communications with customers and reviewing information.

About you

• Experience of working in a busy, customer-facing environment.
• A friendly, positive telephone manner.
• An empathetic touch and ability to offer solutions to problems.
• Ability to provide excellent services with a quick turnaround.
• Excellent IT skills with the aptitude to use specialist software (training provided).

Annual Leave: Starting at 24 days, plus bank holidays (pro-rata for part time) plus 1.5 days complimentary leave, along with the option to purchase additional leave.

Enhanced Pension: Hastoe's employer contributions start at 5% and are based on matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.

A personal note from Hannah Whitely, your hiring manager:

“In this role you won’t just be answering calls; you’ll be the reassuring voice that our customers rely on when they need assistance the most. Your ability to empathise and efficiently handle repair requests will make a real difference in their day to day lives.

We are looking for someone who thrives in a dynamic environment, loves problem solving and has a genuine passion for helping others. Your experience and skills will not only be valued but also celebrated here.

We believe in fostering a supportive and inclusive workplace where every team member can grow and excel. We expect high standards, but you will enjoy working at the heart of an award-winning housing association that makes a real difference to people’s lives.”

We will be conducting interviews as the recruitment progresses and may close the vacancy early. We recommend applying early.