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Housing Repairs Co-ordinators

2 months ago

London, United Kingdom CATCH22 CHARITY Full time

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.

Knowledge of the main issues affecting social housing.

ITQ2 or equivalent Information Technology skills.

Minimum of 1 years’ experience of working within a responsive repairs environment and housing management systems.

Experience of dealing with all aspects of building maintenance / repairs in a busy environment

Experience of processing customers’ repair requests methodically and accurately within the appropriate policies, procedures and guidelines meeting tight deadlines.

**Job Types**: Full-time, Temp to perm
Contract length: 9 months

**Salary**: From £16.40 per hour

**Experience**:

- Housing Repairs Co-ordinators: 5 years (required)

Work Location: In person

Reference ID: matRQ898734