Repairs Services Advisor

Ashford Borough Council; Ashford; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Competitive remuneration package

Pension scheme

Generous annual leave

Life insurance

Relocation package (eligible roles)

Training and development opportunities

Job summary

Ashford Borough Council is seeking three Customer Service Agents for its Responsive Repairs team. You will handle repairs requests from initial contact to completion, keeping residents informed and delivering a reliable service.

Join a busy, cross-functional team and contribute to efficient repairs, excellent customer care, and proactive problem-solving while maintaining accurate records and supporting related administrative tasks.

Qualifications

• Excellent written and verbal communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Good IT skills and confidence using different systems.
• Good problem-solving skills and a proactive approach to getting things resolved.
• Experience in customer service, administration, call handling, housing or repairs would be an advantage.

Responsibilities

• Process and coordinate repair requests, ensuring works are diagnosed, prioritised and appointed.
• Provide high-quality customer service across telephone, email and online channels.
• Take ownership of enquiries and outstanding actions, following through to resolution.
• Monitor repairs and progress, proactively following up to prevent delays.
• Liaise with operatives, contractors and other Council services for timely outcomes.
• Keep residents informed with clear updates and expectations.
• Maintain accurate records across business systems.
• Support wider administrative tasks such as invoicing and satisfaction surveys.

Skills

Communication skills

Customer service

Organisational skills

Problem solving

IT skills

Teamwork

Resilience

Attention to detail

Job description

Ashford Borough Council is seeking three Customer Service Agents for its Responsive Repairs team. You will handle repairs requests from initial contact to completion, keeping residents informed and delivering a reliable service.

Join a busy, cross-functional team and contribute to efficient repairs, excellent customer care, and proactive problem-solving while maintaining accurate records and supporting related administrative tasks.