Call Handler

**Job Details**:
Ref-22627

**Location**

Stratford

**Contract Type**

Full-Time Permanent

**Closing Date**

18/11/2023

**Role**:
We have an opportunity for a Call Handler to join our team in Stratford. Within this role, you will be working as part of a team in a call centre environment assisting the operational team to deliver a quality service to all clients including Housing Associations and Local Authorities and their residents.

**Key Tasks / Activities / Responsibilities**:

- Providing customer service to residents and customers
- Arranging appointments for residents with Trades people in a cost effective and organised manner
- Dealing with queries from residents, changing appointments
- Rescheduling appointments using our Opti-time planning tool
- Logging current jobs onto our job management system/database
- Working with Supervisors and trades people to organise and schedule work
- Updating and changing information as the job changes
- Ordering equipment needed for the job
- The key person communicating between the resident and maintenance worker
- Keeping all activity logged and up-to-date in an accurate manner
- Liaising with staff at customer sites keeping them up-to-date with progress information
- Follow the company’s policies and procedures at all times
- Cooperate with colleagues from other Departments in a timely manner if and when necessary
- Provide information to your line manager in a timely manner when requested to do so

**Key Knowledge**:

- IT Literate
- Maintenance sector
- Maintenance sector terminology
- KPIs
- ROCC/Opti-time/DRS

**Key Skills**:
- Excellent Telephone Manner-
- Customer Service focused-
- Excellent Communication skills-
- Ability to identify problems-
- Ability to identify customers’ needs-
- Willing to go the extra mile to deal with a difficult situation-
- Ability to prioritise issues-
- Ability to meet tight deadlines-
- Ability to work under pressure-
- Attention to detail-
- Team player**Key Experience**:
- Call centre environment-
- Maintenance**Other key information**:

- Excellent Work ethic
- Treating others with respect
- All staff has a personal responsibility and accountability to Axis to ensure that their day to day activities adhere to the Sustainability Policy Statement and Plan and minimise the impact upon the environment.
- It is the responsibility of all staff to ensure that their day to day activities embrace sustainability and reduce the impact upon the environment by minimise waste and maximise recycling; saving energy; minimise water usage and report any electrical faults, water leakage or other environmental concerns to the facilities or line manager.

**Benefits**:

- 22 days annual leave which increases with length of service
- Pension
- Perkbox rewards
- Long service rewards
- Volunteering days

**About Us**:
Axis has experienced continual growth since it’s establishment in 1986, we’re not aiming to be the biggest service provider, however we do intend to be the best. We work with some of the UK’s largest building owners, landlords, facility managers to provide strategic building repairs, planned maintenance and improvement across all property sectors.

We are a value led business, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our community. We are proud to be an equal opportunity workplace and embrace diversity above all.