Housing Repairs Customer Service Operative

Positive Employment is currently recruiting for a Housing Repairs Customer Service Operative for our client a local government organisation based in Brent.

The post holder will represent the organisation's Housing Management by providing first contact resolution to customers; maintaining the highest standards of customer care at all times and ensuring our customers’ homes safe, sound and in good repair.

Provide a proactive, professional, customer focused support service for repairs and compliance administration duties.

This is a 4 month starting contract with the possibility to extend. Hybrid working available.

Duties and Responsibilities but not limited to:

• To provide excellent customer service, responding to all queries and managing inbound and outbound calls in a professional manner.
• Book post inspections with customers for all service areas and follow up on real time repairs feedback.
• Coordinate bookings and appointments to ensure smooth progression of repairs works in multi-agency setting. Ensure records are kept up to date and information circulated to all relevant stakeholders in a timely manner.
• Provide contract management support for repairs team including managing quotes and approving works orders. Focus on building strong relationships with repairs contractors.
• Manage all administerial duties with high attention to detail and strong organisational skills - not letting anything fall through the gaps.
• Assist with complex repairs projects, ensuring that agreed outcomes are delivered on time, within budget and to the expected standard. Monitor the progress of the project and raise any issues with Repairs Manager.
• Assist in managing complex cases of disrepair, insurance claims, complaints, leaseholder service charging and section 20, structural repairs and adaptations to resolution for the customer or stakeholder.
• Support the Repair Manager and Repairs Surveyors to monitor KPI’s and maintain any SLA’s. Administer the invoicing and payment terms relating to contractor and suppliers in a timely fashion ensuring that information is logged and up to date.

Personal Requirements:

• Administrative and literacy to GCSE/BTEC level or demonstrable ability to operate at this level.
• Working knowledge of Northgate or other computerised housing package.
• IT literate with ability to use Microsoft Office Applications.
• Experience in busy customer service environment.

Working Hours: 09:00am - 17:00pm, Monday - Friday

Pay: £22.03 p/h

Please note this role is within the scope of IR35.