Job Purpose: Provide frontline customer contact service and support to the property services department, delivering efficient and customer‑focused repairs and maintenance.
What you'll be doing
* Provide administrative support to other teams where necessary.
* Always ensure a consistent and proactive approach to the role, carrying out other duties as and when required to maintain an efficient operation of all aspects relating to the needs of the team and organisation.
* Provide effective frontline customer service to all of Trident's customers, including face‑to‑face handling of all incoming telephone calls, postal and banking duties.
* Log gas service, day‑to‑day repairs and voids, including M&E request repair cases.
* Book appointments and raise them where necessary.
* Coordinate scheduling and repair requests for the department, updating and managing the status of work orders on CRM and managing Opti‑Time for accurate engineer monitoring.
* Handle calls effectively, logging cases, providing correct advice and sign‑posting, and making referrals to specialist services when necessary.
* Ensure all relevant invoices received are issued, checked, coded and recorded accurately.
* Coordinate scheduling requests for the responsive gas team and raise cases using CRM.
* Liaise with the Maintenance, Gas, Estates and Caretakers team and external contractors, ensuring accurate records are maintained and purchase orders are issued when required.
* Process repair orders and appointments with operatives and contractors to assist with meeting targets, and liaise with customers to arrange appointments.
* Provide daily contact administrative support in relation to the delivery of external repair and service maintenance records.
* Carry out customer surveys to ensure satisfaction with the repairs and maintenance service and participate in consultation events when necessary.
Qualifications
* Proven experience working in a customer contact role, face‑to‑face and call centre.
* Effective interpersonal skills to enable relationships to be built at all levels.
* Ability to prioritise and use own initiative.
* Effective oral and written communication, with the ability to write concise, coherent reports.
* Ability to work effectively as part of a team.
* Ability to identify and develop better ways of working to improve the delivery of services.
* Systematic approach and ability to cope with high volume repetitive tasks.
* Experience using IT software and applications such as MS Word, MS Excel, Opti‑Time and Proactis.
The benefits
* 34 days annual leave, plus the option to purchase up to 5 additional days.
* A day off for your birthday.
* 4 days off when you move home.
* Life assurance (3 × salary).
* Employee Assistance programme & wellbeing programme.
* Flexible working options.
* Learning & development opportunities.
Equality, Diversity and Inclusion
We celebrate Equality, Diversity and Inclusion and, as a trauma‑informed organisation, we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.
* Ensure our recruitment process is inclusive and accessible.
* Communicate and promote vacancies.
* Offer an interview to disabled people.
* Anticipate and provide reasonable adjustments as required.
* Support any existing employee who acquires a disability or long term health condition, enabling them to stay in work.
* Make at least one activity that will make a difference for disabled people.
Disability Confident Committed Employer
* Committing to inclusivity and accessibility in our recruitment process.
* Providing support and reasonable adjustments for employees with disabilities.
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