Repairs Advisor

Act as the first point of contact for residents contacting us via different channels (Telephone and email) to report repair issues to their homes. To provide an effective, flexible and comprehensive administrative support service for the Responsive Repairs Service.

Summary of Responsibilities and Personal Duties:

• To act as first point of contact for residents to receive and resolve calls from internal and external customers including Raising repairs orders; variation requests, no access reports, requests for additional jobs and provide detailed advice to customer queries.
• To undertake administrative tasks for the Repairs department: supporting the responsive repairs, work scheduling and contact centre functions.
• Monitor, chase-up and co-ordinate repair work orders until completed. Prepare progress notes, orders and relevant statistics.
• Undertake data entry tasks as required and any other duties commensurate to the role as directed by the repairs management team.
• Upkeep of system data for all responsive repair orders. Capture and resolve errors and manage exceptions as highlighted.
• Contribute to our defined KPI performance targets and customer satisfaction targets for the service area, ensuring our company customer care policies are adhered to.

Generic responsibilities

• Maintain excellent customer service in all areas of work and ensure continued personal development
• Comply with all our policies, including contractual standing orders, financial regulations and all HR policies and procedures including Health & Safety and Equality & Diversity

PERSON SPECIFICATION

Note to Candidates:

• The Person Specification is a picture of the skills, knowledge and experience needed to carry out the job. It has been used to draw up the advert and will also be used in the shortlisting and interview process for this post.
• Those categories marked 'S' will be used especially for the purpose of shortlisting.
• Please ensure that Equality and Diversity issues are addressed specifically in relation to the role for which you are applying when addressing the requirements of this person specification where appropriate.
• If you are a disabled person, but are unable to meet some of the job requirements specifically because of your disability, please address this in your application. If you meet all the other criteria you will be shortlisted and we will explore jointly with you if there are ways in which the job can be changed to enable you to meet the requirements.

Equality & Diversity

Awareness of and a commitment to Equality of Access and Opportunity in a diverse community S

Understanding of how equality and diversity relates to this post S

Knowledge

Knowledge of diagnosing repair related enquiries within Housing

Basic understanding of systems, particularly related to Microsoft Packages

Customer focused with a can do approach to resident queries

Skills

(Skills can only be used as shortlisting criteria if the skill is to be tested) (To Be Tested S )

Interpersonal Customer Service Skills

Experience

Experience within a B2C Customer Service or Contact Centre environment - S

Experience within a housing service ideally repairs

General Education

Educated to GCSE grade A-C standard

Personal Qualities

Work well under pressure S

Teamworking ethic, focus on collaboration.

Physical

Generally candidates must meet the standard requirements for the post

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