Repairs Customer Advisor | Hybrid Home/Office

Havebury Housing Partnership; Bury St Edmunds; Hybride; GBP 24 000 - 29 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Annual leave 28 days

Pension 7-12%

Life Assurance 3x salary

Annual Flu Jab

EV salary sacrifice

Medical cashback

Résumé du poste

Havebury Housing Partnership is seeking a Customer Advisor (Repairs) to be the friendly, reassuring voice residents turn to. You will handle repairs, report issues, and diagnose problems to get things right first time, collaborating with teams across the business.

Hybrid working from home and our office in Bury St Edmunds is available. You will need strong customer service experience, excellent communication skills, and the ability to adapt your style to different residents.

Qualifications

• A good standard of general education, including English and Maths
• Experience working in a high-volume customer service environment
• Experience in a housing or repairs environment
• Excellent communication, problem-solving and IT skills
• The ability to adapt your communication style to suit different customers

Responsabilités

• Being the first point of contact for residents on all repairs, servicing and other requests, across phone, email, web and other channels
• Scheduling new repairs and rebooking existing works when residents ask us to, taking initial payment for rechargeable repairs and processing recharge agreements in Cx
• Triaging calls in line with Awaab’s Law guidance, working out the hazard and likely harm so repairs are raised correctly
• Diagnosing repair issues accurately to get things right first time, talking residents through self-fix options to avoid technician visits where possible
• Providing clear information about repair responsibilities, priorities and timeframes, following our policies and procedures while making reasonable adjustments to meet each resident’s individual needs
• Keeping accurate, up-to-date system records, monitoring the out-of-hours portal (Careium) daily, and taking ownership of service failures and complaints through to resolution
• Working collaboratively with colleagues across teams, offering extra support to residents where we can, supporting equality, diversity and inclusion, and providing cover when needed

Connaissances

Customer service

Communication

Problem solving

IT proficiency

Adaptability

Description du poste

Havebury Housing Partnership is seeking a Customer Advisor (Repairs) to be the friendly, reassuring voice residents turn to. You will handle repairs, report issues, and diagnose problems to get things right first time, collaborating with teams across the business.

Hybrid working from home and our office in Bury St Edmunds is available. You will need strong customer service experience, excellent communication skills, and the ability to adapt your style to different residents.