Repairs Customer Service Officer

Coyles; Greater London; On-site; GBP 22,000 - 26,000; Full time

Job summary

Coyles is seeking a Repairs Customer Service Officer for an ongoing role with potential permanency in London. The position is office-based, five days a week, to support Housing Repairs Services.

You will diagnose repairs, raise orders, handle phone enquiries, liaise with departments and contractors, resolve complaints, and help coordinate operatives to ensure customer satisfaction.

Qualifications

• Diagnose repairs accurately and raise orders on IT systems to contractors.
• Handle phone enquiries professionally, politely and efficiently.
• Excellent communication to liaise with departments, agencies and contractors.
• Pro-actively improve customer service delivery and conduct outbound calls.
• Deal with customer complaints per procedure and escalate as needed.
• Contribute to Housing Repairs Services Team objectives and targets.
• Undertake other duties commensurate with Housing Repairs Co-ordinator role.
• Coordinate with repairs supervisors to plan the day for Operatives and secure customer satisfaction.

Responsibilities

• Diagnose repairs accurately and raise orders on IT systems to contractors.
• Book appointments for repairs.
• Handle phone enquiries with professional customer care.
• Liaise with other departments and contractors to ensure smooth service delivery.
• Respond to complaints per the Complaints procedure and escalate when required.
• Assist in achieving service objectives and targets for Housing Repairs Services Team.
• Perform other duties as needed within Housing Repairs Co-ordinator role.
• Collaborate with Repairs Supervisors to schedule operatives and manage workloads.

Job description

One of my local authority clients are looking for a Repairs Customer Service Officer. This is an ongoing role with a possibility of it going permanent.

This is an office based role, to work in the office 5 days a week.

The rate advertised on CV Library is Umbrella PAYE.

ROLE:

• To diagnose repairs accurately, raise orders on IT systems to contractors and book appointments.
• Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and timely manner, to a high standard of customer care.
• Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.
• To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.
• To deal with customer complaints in accordance with the Complaints procedure and to escape cases to Team Leaders as appropriate.
• To contribute towards the overall service objectives and targets of the Housing Repairs Services Team.
• To undertake any other duties commensurate with the role of Housing Repairs Co-ordinator.
• To work closely with repairs supervisors, as a part of the Housing Services team to plan and co-ordinate the working day of Operatives to ensure all works are appointed to the satisfaction of the customer
• Reallocating scheduled jobs to operative contractors readily available to ensure all resources are effectively utilised.
• To liaise with Service Managers, Area Service Managers and Surveyors with issues relating to instances of poor workmanship, Operative attitude and in cases where technical advice is required.