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Repairs Call Handler

3 months ago

Didsbury, Manchester, United Kingdom Service Care Full time

Job Title:
Repairs Call Handler

Location of the job:
Manchester, M21

Contract type:
Temp - 3 months

Weekly hours: 35 hours

Working hours:
Monday-Friday 9-5

Start date:

ASAP

Job Purpose

The role of the repairs call handler is to handle a high volume of inbound calls to the repairs line while accurately diagnosing, triaging and raising a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors).

You'll need to be confident using own initiative and have the ability to update systems and follow processes.

Responsibilities

  • Act as the first point of contact for customers and colleagues, successfully handling a
wide range of queries (including accurately diagnosing, scheduling and logging
repairs) right first time only escalating to specialist teams and contractors when
required.

  • Offer a speedy, consistent and professional customer experience across a range of
telephony systems, repairs systems, knowledge base, Orchard & Outlook).

  • Quickly and accurately record and update all customer contacts and requests for
services, repairs, bookings and appointments using all relevant in-house systems.

  • Contribute in achieving contact centre targets for grade of service, abandoned calls,
right first time, customer portal/app sign ups and overall customer satisfaction,
following agreed policies and procedures.

Person Specification

  • Strong contact centre experience in high volume inbound role
  • Experience working in the social housing and/or repairs sectors is desirable
If you are interested in this position and meet the above criteria, please send your CV now for consideration.