Housing Repairs Helpdesk Specialist

Brighton & Hove City Council; England; On-site; GBP 29,000 - 30,000; Full time

Job summary

Brighton & Hove City Council is seeking a customer-focused Repairs Helpdesk contributor to support council tenants with property repairs and non-repair queries. You will handle inquiries via phone, in person, email, letter or social media in a fast-paced team environment.

The role emphasises delivering high quality information, advice and assistance, with a proactive, professional approach to resolving issues and maintaining confidentiality in line with GDPR. Fixed term for 12 months.

Qualifications

• Experience of working to tight deadlines in a busy office environment
• Experience of multi-tasking in a high volume, rapidly changing environment
• Strong communication skills
• Strong IT skills
• Ability to work independently, good time management, planning & organisational skills
• Strong customer service skills
• Commitment to equalities principles and understanding of the council's equal opportunity policy
• Knowledge of social housing
• Analytical skills

Responsibilities

• Ensuring the customer experience is central to all activities by maintaining a professional manner when communicating with service users, colleagues and other internal/external stakeholders.
• Providing a can-do attitude to both internal and external customers, investigating and resolving a range of issues in a professional, polite and timely manner.
• Adapting your communication style and methods to meet the needs of the customer.
• Ensuring the correct diagnosis of repairs needed via the operating system.
• Contributing to continuous improvement activities and maintaining customer feedback, management and performance information to help with assessment of how well the service is performing.
• Acting in accordance with GDPR legislation and maintaining confidentiality.

Skills

Customer service

Communication

IT skills

Time management

Organisational skills

Analytical skills

Problem solving

Social housing knowledge

Equality & diversity understanding

Job description

Brighton & Hove City Council is seeking a customer-focused Repairs Helpdesk contributor to support council tenants with property repairs and non-repair queries. You will handle inquiries via phone, in person, email, letter or social media in a fast-paced team environment.

The role emphasises delivering high quality information, advice and assistance, with a proactive, professional approach to resolving issues and maintaining confidentiality in line with GDPR. Fixed term for 12 months.