Resident Repairs & Service Coordinator

Portsmouth City Council; England; On-site; GBP 24,000 - 30,000; Full time

Job summary

Portsmouth City Council is seeking a Customer Repairs Officer to support the Building Repairs teams from one of the Area Housing Offices. The role involves handling a high volume of calls, gathering accurate repair information and coordinating resources to complete repairs at convenient times for customers.

Responsibilities include updating repairs following quotes, managing customer satisfaction surveys, administering DFG requests, and scheduling surveyors and annual services.

Qualifications

• Experience in a telephone or call centre environment with high-volume calls.
• Customer service experience with strong verbal communication.
• Ability to ask targeted questions to gather accurate repair information.
• Empathy for customers, including those in difficult situations.
• Good IT skills and comfort using multiple databases and systems.

Responsibilities

• Main point of contact for residents, leaseholders, PCC staff and site managers requesting repairs.
• Collect accurate repair information and allocate resources to complete repairs promptly.
• Support Building Repairs teams by updating quotes, surveys, and service appointments.
• Administer Disabled Facility Grants (DFG) requests and upload data to stock systems.
• Coordinate surveyor bookings and annual service appointments.

Skills

Call centre experience

Customer service

Effective questioning

Empathy

Calm under pressure

Independent working

Organised & prioritisation

Team player

IT systems familiarity

Adaptable

Job description

Portsmouth City Council is seeking a Customer Repairs Officer to support the Building Repairs teams from one of the Area Housing Offices. The role involves handling a high volume of calls, gathering accurate repair information and coordinating resources to complete repairs at convenient times for customers.

Responsibilities include updating repairs following quotes, managing customer satisfaction surveys, administering DFG requests, and scheduling surveyors and annual services.