Repairs Officer

3 weeks ago


London, United Kingdom Akton Recruitment Full time

Akton Recruitment has an opening for a Repairs Officer

Key responsibilities
A knowledge and understanding of current issues relating to social housing and social housing
repairs.
1. To diagnose repairs accurately, raise orders on IT systems to contractors and book
appointments.
2. Experience of working in a contact centre answering high volume of calls to ensure targets
are met.
3. Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and
timely manner, to a high standard of customer care using the appropriate greeting, including
name, adapting methods of communication to meet the needs of the customer and ensuring
that a positive image of Islington Council is projected.
4. Excellent communication skills to liaise with other departments, agencies, contractors as
appropriate.
5. Experience of accurately processing service requests in line with policy and to provide advice
and information to customers ensuring that all service requests are processed to Islington
Council’s performance and standards, policy and procedural guidelines including statutory,
complying with the Data Protection Act and the Freedom of Information Act.
6. To work pro-actively with team members to improve customer service delivery and to conduct
outbound calls as required.
7. To deal with customer complaints in accordance with the Complaints procedure and to
escalate cases to Team Leaders as appropriate.
8. To undertake training, supervision, seminars, meetings and other events designed to improve
communication and assist with the effective development of the post holder and service area.
9. To contribute towards the overall service objectives and targets of the Housing Repairs
Services Team.
10.To comply at all times with the Code of Conduct.
11.To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed
by the line manager.
12.To contribute to reviews of working practices and readily adopt new ways of working.
13.To comply with Islington Council’s core values of public service, quality, equality and
empowerment and to demonstrate this commitment in the way all duties are carried out.


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