Housing Repairs Customer Service Officer

Broxtowe; Beeston; Hybrid; GBP 28,000 - 29,000; Full time

Benefits offered by this job

28 days annual leave + 8 bank holidays

Flexible working arrangements

Gym membership discount

Employee discounts

Job summary

Broxtowe Borough Council is seeking a Repairs Customer Services Officer to join the Housing Repairs Customer Services Team in Beeston. You will answer telephone calls, process emails and online repair reports, and contribute to responsive repairs for tenants and leaseholders.

You will be supported by the Repairs Customer Services Team Leader, with training to help you succeed in delivering quality outcomes in a busy, customer-focused environment. 37 hours per week, Grade 5.

Qualifications

• Experience working in a customer services environment.
• Experience working with internal and external stakeholders.
• Experience meeting targets in a fast-paced environment.
• Ability to use initiative and work independently.
• Experience using Microsoft Word, Excel and Outlook.
• Experience taking payments over the phone.

Responsibilities

• Answer telephone calls, respond to emails, and process online repair requests.
• Deliver quality outcomes for tenants and leaseholders in responsive repairs.
• Coordinate repairs with internal and external stakeholders.
• Follow guidance from Repairs Customer Services Team Leader.

Skills

Customer service

Stakeholder management

Working under pressure

Initiative

Microsoft Word

Microsoft Excel

Outlook

Phone payments

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Salary: £27,787 - £29,255 - Grade 5. Full time 37 hours per week

We are looking for a Repairs Customer Services Officer to join our Housing Repairs Customer Services Team. The main aspects of this role are answering telephone calls, dealing with emails and repairs reported online.

You will work to deliver quality outcomes for tenants, leaseholders, as well as other internal and external stakeholders in delivery of responsive repairs.

You will be supported by the Repairs Customer Services Team Leader who will provide advice and training for you to succeed in this role.

We’re looking for an individual who has experience of:

• Working in a customer services environment
• Working with internal and external stakeholders including colleagues from other departments
• Can work to targets whilst under pressure in a fast-paced environment.
• Use initiative to work independently
• Use of computerised software systems including Microsoft Word, Excel and Outlook
• Taking payments over the phone

The ideal candidate will:

• Have excellent interpersonal skills
• Have strong communication skills, both verbal and written
• Have strong ICT skills
• Be enthusiastic and self-motivated
• Have a flexible approach to meet the needs of a demanding service
• Be someone who represents our GREAT values and behaviours

We offer:

• A generous annual leave entitlement of 28 days plus 8 days’ bank holiday
• Flexible working arrangements
• Gym membership discount at Liberty Leisure
• Access to a benefits package offering discounts on supermarkets, cinema tickets, high street and online retailers

What you need to know:

The role will be largely based in our offices in Beeston. If you would like to have an informal chat about the role, please contact Kelly Meese, Repairs Customer Services Manager on 0115 917 3035

The Council has five GREAT values which represent our standards and expectations of how we’ll work.

As a disability confident employer and an organisation that is committed to equal opportunities, we welcome applications from all sections of the community.

The Council embraces flexible ways of working to ensure that we can attract the best talent and experience and get the most from our employees. Whilst meeting the needs of our residents is a priority and we can’t guarantee we can accept all flexible working requests, we are happy to discuss your options when you apply for a job with us.

As a Broxtowe Borough Council employee you can enjoy many benefits including a generous pension fund, loyalty awards and family friendly policies to help you balance your work and family life, as well as discounts and offers as part of our employee benefits scheme.