Customer Services Agent - Repairs

Ashford Borough Council; Ashford; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Competitive remuneration package

Pension scheme

Generous annual leave

Life insurance

Relocation package (eligible roles)

Training and development opportunities

Job summary

Ashford Borough Council is seeking three Customer Service Agents for its Responsive Repairs team. You will handle repairs requests from initial contact to completion, keeping residents informed and delivering a reliable service.

Join a busy, cross-functional team and contribute to efficient repairs, excellent customer care, and proactive problem-solving while maintaining accurate records and supporting related administrative tasks.

Qualifications

• Excellent written and verbal communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Good IT skills and confidence using different systems.
• Good problem-solving skills and a proactive approach to getting things resolved.
• Experience in customer service, administration, call handling, housing or repairs would be an advantage.

Responsibilities

• Process and coordinate repair requests, ensuring works are diagnosed, prioritised and appointed.
• Provide high-quality customer service across telephone, email and online channels.
• Take ownership of enquiries and outstanding actions, following through to resolution.
• Monitor repairs and progress, proactively following up to prevent delays.
• Liaise with operatives, contractors and other Council services for timely outcomes.
• Keep residents informed with clear updates and expectations.
• Maintain accurate records across business systems.
• Support wider administrative tasks such as invoicing and satisfaction surveys.

Skills

Communication skills

Customer service

Organisational skills

Problem solving

IT skills

Teamwork

Resilience

Attention to detail

Job description

Join our Repairs Team and make a difference every day We are looking for three enthusiastic and customer-focused Customer Service Agents to join our Responsive Repairs team. This is a varied and fast-paced role where no two days are quite the same. You will play an important part in helping us deliver an efficient, reliable repairs service to our residents, supporting repair requests from the first point of contact through to completion and helping to make sure customers are kept informed along the way. Working as part of a supportive, cross-functional team, you will deal with a wide range of customer and administrative activities, including:

• Processing and coordinating repair requests, ensuring works are accurately diagnosed, prioritised and appointed.
• Providing a high standard of customer service across telephone, email and online channels, including supporting customers who may be dealing with difficult or frustrating situations.
• Taking ownership of enquiries and outstanding actions, following them through and helping to resolve issues rather than simply passing them on.
• Monitoring repairs and work in progress, identifying outstanding actions and proactively following these up to help prevent delays and backlogs.
• Liaising with operatives, contractors, colleagues and other Council services to help achieve timely and satisfactory outcomes for residents.
• Keeping residents informed, providing clear updates, managing expectations and making sure they understand what will happen next.
• Maintaining accurate records and customer information across our business systems.
• Supporting wider administrative activities such as invoicing, customer satisfaction surveys and other repairs-related tasks.

You will be joining a busy service where the work you do has a direct impact on our residents and their homes. We are looking for people who take pride in providing a good service, enjoy solving problems and are comfortable taking responsibility for seeing things through.

What are we looking for? To thrive in this role, you will need:

• Excellent written and verbal communication skills.
• A positive and professional approach to customer service.
• Strong organisational skills and the ability to manage competing priorities.
• Confidence working in a busy environment and adapting when priorities change.
• Good problem-solving skills and a proactive approach to getting things resolved.
• The ability to work independently while also being a supportive member of the wider team.
• Good IT skills and confidence using different systems.
• Resilience and the ability to remain calm and professional when dealing with challenging situations.

Previous experience within customer service, administration, call handling, housing or repairs would be an advantage but a strong attitude, willingness to learn and commitment to delivering a great service are just as important to us. If you are looking for a role where you can develop your knowledge, take ownership of your work and be part of a team that is focused on continually improving the service we provide to residents, we would love to hear from you.

• Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave, free life insurance, supportive relocation package for eligible roles and opportunities for training and development.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide

We welcome applications from the Armed Forces Community