Job Title: Repairs Customer Services Advisor

Location: Eastbourne BN21

Contract Type: Fixed Term 8 Months

Weekly Hours: 37

Working Hours: 8:30-5p.m Mon-Friday

Start Date: Asap


Key Responsibilities

• Interact with customers across multiple channels: phone, letter, email, customer portal, self-service channels, and various social media platforms.
  
  Introduce yourself clearly, and communicate with politeness, patience, empathy, and strong people skills.


• Take ownership of repair requests, promptly raise orders on the Homes First repairs database, and provide customers with relevant details about the orders and actions to be taken.


• Understand and prioritize customer repair requests according to service level agreements with contractors and customers, ensuring the correct urgency and type of work is allocated.


• Utilize the repair ordering system to access repair history and tenant data, identifying specific details that need special consideration.


• Use additional property systems to verify property data, such as planned major works, that could impact response repairs.


• Diagnose repair requests thoroughly to ensure orders are raised with the correct schedule of works, aiming for “right first-time fix” and cost-effective solutions.


• Manage and resolve issues proactively or refer them to the appropriate team or contractor, using scripts and processes when necessary.

Measures

• Respond to customer repair requests and issues promptly and efficiently.


• Achieve targets for customer satisfaction with repair handling and resolution.


• Maintain accurate and up-to-date records of customer interactions and repairs.

Person Specification

Expertise

• Experience in a customer service environment, handling customer enquiries and complaints.


• Proficiency in resolving challenging situations and dealing with difficult behavior.


• Strong problem-solving skills and sound judgment in decision-making.


• Ability to understand and apply relevant policies, procedures, and guidelines.


• Clear and effective communication skills, using the most appropriate style and method for different audiences.


• Strong written communication skills, capable of writing for various audiences.


• Effective influencing and persuading abilities.


• Confidence and comfort in delivering difficult messages to customers, stakeholders, and colleagues.


• Ability to prioritize multiple commitments and work accurately to meet deadlines.


• Competence in using standard Microsoft Office packages and in-house systems, with a willingness to learn new ICT systems.


• Commitment to continuous learning and personal development.


• Dedication to applying equality and diversity principles to enhance the customer experience.

Application Process

• If you are interested in this position and meet the above criteria, please send your CV now for consideration.
  
  If you require any additional information regarding the position, please call Adam at Service Care Solutions on 01772 208 966 or send an email to Adam.Pearce@servicecare.org.uk.