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Hours: 08:00am – 17:00pm
Location: Office based in Crawley
Type: Ongoing Temporary contract
Salary: £16.22ph umbrella rate
Job Summary:
We are seeking Call Handler / Call Centre Operator to join our team and assist social housing clients in booking appointments. You will play a vital role in providing exceptional customer service and ensuring that our clients receive prompt and accurate assistance in securing appointments for social housing services.
Key Responsibilities:
* Handle inbound and outbound calls from residents regarding repairs and maintenance issues.
* Accurately log repair requests on the system, ensuring all details are captured correctly.
* Diagnose repair issues based on resident descriptions and allocate jobs to the appropriate contractors or internal teams.
* Prioritise urgent and emergency repairs, ensuring prompt action is taken.
* Provide excellent customer service, ensuring residents feel listened to and supported.
* Keep residents updated on the progress of their repairs, managing expectations and resolving queries.
* Liaise with contractors, housing officers, and other stakeholders to ensure repairs are completed
* efficiently.
* Handle complaints professionally and escalate where necessary.
* Maintain accurate records of all calls and updates on the housing management system
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