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Repairs Advisor

3 months ago

Peterborough, Peterborough, United Kingdom ACCENT housing Full time

Who are Accent?


We own almost 20,400 houses across the North, East and South of the country and they are homes to over 41,000 of our customers.

We're not just a housing association, we exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older, or more vulnerable - our customers always come first. They are always at the very heart of our business, and we demonstrate this through our values.


In September 2021, Homes England announced, a new strategic partnership with Accent Housing as part of the AHP This has helped us to realise the delivery of circa 500 new homes per year across our target areas of operation.


About the Role and Person

  • 35 hours per week
  • Permanent


Accent's core purpose is to support customers and we recognise that more of our customers are facing greater hardship than ever before.

We therefore, want to provide a more personal customer experience and respond to customers' changing needs by working closely with the teams in all regions and managing proactive campaigns.


As such, we're investing in a new 'technical' Contact Centre that will sit within the Assets & Sustainability directorate and be in the East regional office.

The team will be made up of specialist advisors and will be responsible for managing all repairs and technical contacts from customers.


Whilst we have key responsibilities and these can be found in the job description, there are certain things we will need from you:

  • Previous contact centre experience
  • Knowledge of repairs and maintenance services
  • Experience of working within a busy customer focused environment
  • Exceptional customer service skills including dispute management
  • Confidently use Microsoft Office and other IT systems
  • Strong negotiation and communication skills verbally and in writing
  • Ability to manage a busy workload with conflicting priorities
  • A positive and practical approach to problem solving
  • Experience of working in a pressurised environment
  • GCSE in Maths and English
  • Grade 4/ C or above
For detailed JD, please click here.

Location

What We Do for You
"We Have Recently Launched A "Hapi" People Benefits APP Providing a Wide Range of Benefits to Our People"

Personal Wellbeing
Our people are our greatest assets, and their personal wellbeing is off paramount importance to us, to fulfil this we offer:

  • Agile working as and when role permits.
  • 28 Days paid holiday (excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
  • Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion).
  • Access to online GP service through our "hapi" benefits App.
  • Access to Employee Assistance Programme.
  • Wellbeing Advice on various relevant topics.
  • Gym membership discounts.
  • Various recreational activities discounts. ( Restaurants, Cinemas, Theatres, Monuments, Kids Attractions).
  • We have mental health first aiders within the business to provide support and guidance.

Financial Wellbeing
We recognise the ever-increasing financial pressures on our people and are helping by offering:

  • A choice of two pension schemes, both schemes include life insurance cover of 3 times your gross salary for death in service and a dependent's pension. Colleagues can select their pension option dependant on their personal circumstances and there is the option to change in the future.
  • In auto enrolment pension scheme employer and employee contribution is 4% of annual salary.
  • You can choose another pension scheme where we will be contributing 16.4% with 5% annual salary.
  • If your money is causing you sleepless nights and you can't see a way forward, then a speaking with a Money Wellness Consultant could be just what you need. Perhaps you've got behind with bills or missed some repayments, for example.
  • You can get advice from Debt Advisory Centre on any debt related issues.

Professional Growth
Growth is a fundamental human nature and key motivating factor for people we identify this need:

  • We have a professional Learning & Development team providing constant learning opportunities through apprenticeships, qualifications, work experiences.
  • There are a lot for internal secondment, progression opportunities.
Our roles often generate a lot of interest and can close early so don't miss out this opportunity to apply