Job Title: Repairs Call HandlerLocation of the job: Crawley, RH10Contract type: Temp maternity coverWeekly hours: 42.5 hours per weekWorking hours: Monday-FridayStart date: ASAPJob Purpose The role of the repairs call handler is to handle a high volume of inbound calls to the repairs line while accurately diagnosing, raising and scheduling a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors). You'll need to be confident using own initiative and have the ability to update systems and follow processes. Responsibilities

• Act as the first point of contact for customers and colleagues, successfully handling awide range of queries (including accurately diagnosing, scheduling and loggingrepairs) right first time only escalating to specialist teams and contractors whenrequired.
• Offer a speedy, consistent and professional customer experience across a range ofchannels (voice calls, live chats, emails, customer portal, mobile app, CRM,telephony systems, repairs systems, knowledge base, Orchard & Outlook).
• Quickly and accurately record and update all customer contacts and requests forservices, repairs, bookings and appointments using all relevant in-house systems.
• Contribute in achieving contact centre targets for grade of service, abandoned calls,right first time, customer portal/app sign ups and overall customer satisfaction,following agreed policies and procedures.

Person Specification

• Strong scheduling experience
• Experience working in the social housing and/or repairs sectors
• Excellent customer service skills

If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Ryan at Service Care Solutions on or send an E-Mail to