Customer Advisor (Repairs)

Overview

First point of contact handling resident repair requests, diagnostics, and service queries.

Key Responsibilities

• repair queries
• multi‑channel
• complaint ownership
• policy adherence
• resident diagnosis
• first contact

Tasks

This is your chance to make a great impression on our customers as you'll be the first point of contact for our residents and stakeholders in reporting and diagnosing repairs, servicing and other related requests. -Deal with queries around our repairs service from residents and other stakeholders. This includes but is not limited to repairs responsibilities, as well as timeframes and priorities -Deal with all contact relating to repairs, servicing and other requests. This will be via our multi-channel services available to our tenants and residents -You will take ownership of service failures and complaints, dealing with these in an efficient and effective way -You'll follow standard policies and procedures, whilst recognising in some instances we may need to make adjustments to deal with a particular resident's situation -Communicating with residents to diagnose repairs, to ensure as much as possible these are right first time

Requirements

• conflict resolution
• high volume
• deadline driven
• process improvement
• customer service
• criminal disclosure

What You Bring

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made. We are looking for someone who has... -You'll have experience of dealing with and resolving difficult situations -Experience of dealing with high volume calls -The ability to identify and bring attention to changes in types of customer requests and areas where our responses to customer requests could be improved -Experience working in customer service or a call centre background

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Benefits

A lot of our roles come with options around home and office flexible working, as well as a generous annual leave allowance and other benefits. In return, we are offering... -Pension - between 7% - 12% dependant on individual contribution -An annual salary of £25,863.29 -Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points -Competitive medical cashback plan -Life assurance - a payment of X3 your salary. -We are committed to providing a healthy work-life balance for employees and their families, as such we operate hybrid working conditions from home and our office in Bury St Edmunds -Annual Flu Jab - provided each winter to all employees. -Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year

About Havebury Housing Partnership

-Committed to enhancing housing options for local communities. -Provides affordable housing solutions, including maintenance and development services. -Maintains a substantial portfolio of homes with a focus on sustainability and community well-being. -Undertakes various housing projects, such as new constructions, refurbishments, and property management. -Ensures access to quality and affordable housing across diverse locations. -Operates in both urban and rural areas, delivering a wide range of housing solutions. -Collaborates with local authorities and communities to address housing needs and enhance living standards.

Sector Specialisms

Security Clearance

-basic criminal disclosure may be required when a conditional offer is made.