Maintenance Triage Call Handler

6 months ago

Luton, United Kingdom The Housing Network Full time

At The Housing Network we believe that when vulnerable people have a good home and a helping hand, they become more independent and less reliant on local authorities and that is exactly what we aim to achieve.

We partner with local authorities and other organisations and provide good quality, safe places for people to live. We understand that each situation and resident is different, so we work hard to provide the right homes quickly that ensure each individual is looked after well. Whether the need is temporary, supported shared, or more specialist accommodation, all of our properties meet the same quality standards, are well looked after and have a 24/7 maintenance service that fixes problems day or night.

Our employees are a reflection of the social value that is at the core of what we do and every role plays a critical part in delivering a first class service.

**Job Overview**

The Customer Advisor is the first point of contact for all inbound calls within the Maintenance Department. They ensure all customers are satisfied with the service provided. The role holder should enjoy customer interaction and have the ability to articulate a situation, and have a professional, personable and adaptable style.

**Responsibilities & Duties**
- Triaging of all inbound calls
- Provide assistance to callers to help them fix problems in the first instance
- Virtual assistance with video calling
- Speaking to Residents and Landlords
- Defusing complaints and providing a helpful disposition
- Add jobs to Maintenance software
- Raising Fix-flo actions from low priority calls
- Keep all notes up to date on relevant systems, logging all calls
- Deputising/supporting other team members as and when required
- Escalating calls to Team Leader where appropriate

**Personal Characteristics**
- **Skills**_
- Essential_
- Previous experience in a call handling, customer service role
- Experience of working in a fast-paced environment
- Common sense approach
- Driven by achieving targets
- Ability to engage people and build strong working relationships with trades, colleagues, client, and managers
- Good telephone manner - proven experience in managing telephone enquiries from field-based colleagues /customer enquiries
- Excellent communication, organisation, and customer service skills
- Problem solving skills, analytical capability
- Ability to work under pressure and handle challenging situations
- IT skills
- Ability to retain information in a fast-paced environment
- Desirable_
- Experience in the property maintenance sector
- Knowledge of household maintenance tasks
- Knowledge of various trades
- **Knowledge**_
- A demonstrable working knowledge of maintenance tasks preferable
- Some exposure to property maintenance
- Some knowledge of social housing/HMOs
- **Behaviour**_
- Approachable and friendly
- Empathetic and supportive of service users while recognising the need to uphold and adhere to rulesResilient and able deal with people who are complex and sometimes challenging.
- Methodical in approach to ensure everything is done accurately and comprehensively.
- Keen to support colleagues and ensure business is working cohesively and to the same objectives.
- Keen on strong compliance culture.
- Able to work without direction.
- Adaptability and being prepared to help out if circumstances require.
- Keen to lead by example.
- We would expect you at all times to:

- act with integrity
- act with due skill, care and diligence
- act with professionalism
- be open and co-operative with colleagues
- act with compassion to those both within the Company and those who we support in the accommodation

**Salary**: £25,000.00 per year

Ability to commute/relocate:

- Luton: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Maintenance: 1 year (required)

Work Location: In person

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