Repairs Advisor Contact Centre

Gilmartins; Stevenage; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Training and career progression

Job stability in growing business

Supportive team environment

Job summary

Gilmartins is seeking an experienced Repairs Advisor / Inbound Call Handler to join our busy Customer Support Centre in Hertford. In social housing reactive repairs, you will deliver first-class service to tenants and clients.

You'll log repair requests, diagnose issues, book appointments and manage a high volume of calls in a fast-paced environment. The role is full-time, office-based with training at our Head Office as required.

Qualifications

• Minimum 1 year of experience in a customer service, contact centre or call handling role.
• Excellent communication and listening skills with a strong telephone manner.
• Ability to multitask and work under pressure in a fast-paced environment.
• Confident using computer systems and entering accurate information.

Responsibilities

• Taking inbound calls from tenants, clients, housing associations and local authorities.
• Logging repair requests accurately on our housing management system.
• Diagnosing repair issues through effective questioning.
• Booking appointments for maintenance and repair works.
• Delivering an efficient and professional customer experience.
• Managing a high volume of calls in a busy environment.

Skills

Customer service

Excellent communication

Telephone manner

Multitasking under pressure

Tools

Housing management system

Job description

We are looking for an experienced Repairs Advisor / Inbound Call Handler to join our busy Customer Support Centre in Hertford.

Working within social housing reactive repairs, this is a varied, rewarding, and fast-paced role where delivering excellent customer service is at the heart of everything we do. Our people are committed to providing the very best service to tenants and clients, and in return we offer a supportive working environment and opportunities for career progression.

Previous contact centre or call centre experience is essential. Knowledge of property maintenance, repairs, or home DIY would be highly advantageous.

Working Hours

• Monday to Friday, 8:00am to 5:00pm

The Role

This is a full-time office-based role located in Hertford. Applicants must hold a full driving licence and be able to attend our Head Office in Houghton Regis when required for training, meetings, and other business needs.

Key Responsibilities

• Taking inbound calls from tenants and clients, including housing associations and local authorities
• Logging repair requests accurately on our housing management system
• Diagnosing repair issues through effective questioning
• Booking appointments for maintenance and repair works
• Delivering an efficient and professional customer experience
• Managing a high volume of calls in a busy environment

Essential Skills & Experience

• Minimum 1 year's experience in a customer service, contact centre, or call handling role
• Excellent communication and listening skills
• Strong telephone manner and administration skills
• Ability to multitask and work under pressure in a fast-paced environment
• Confident using computer systems and entering accurate information
• Full driving licence
• Property maintenance, repairs, or home DIY knowledge is desirable

What We Offer

• Supportive and friendly team environment
• Job stability within a growing business
• Training and career progression opportunities
• A varied and rewarding role helping customers resolve repair issues

If you thrive in a busy customer service environment and enjoy providing outstanding support, we'd love to hear from you