Overview
Where every report leads to a resolution be the difference.
Who We Are & What We Stand For.
Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match. We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive. At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.
Role
Be the Voice of Solutions, Help Us Deliver Repairs Right, First Time.
Our construction colleagues have significant responsibility for the ongoing maintenance of one of the region’s largest property portfolios. With work spanning responsive and planned repairs, cyclical maintenance and emergency out of hours repairs, fire and building safety, disabled adaptations, asset improvement, stores, purchasing and waste, call handling and customer support, this is a high-performing team operating on the front line with a truly vital role to play in ensuring safe living and working conditions for residents and employees of Gateshead.
As a Repairs and Reporting Adviser, you’ll be the first point of contact for our customers, ensuring their repairs and maintenance needs are handled efficiently and accurately. Working in a fast-paced contact centre environment, you’ll play a vital role in diagnosing repairs, progressing work orders, and delivering excellent customer service that makes a real difference to our tenants and stakeholders.
What You'll Get To Do
* Answer inbound enquiries to the Repair Reporting service from tenants, stakeholders, and other Council services.
* Accurately diagnose first-time repairs using our repair reporting tool, providing the right advice and support.
* Liaise with our Building Technician Team on complex repairs to ensure a right first-time fix.
* Record repair requests as works orders on our housing system and arrange appointments with customers.
* Modify, change, or cancel works orders and appointments in our scheduling system as needed.
* Use IT and telecommunications software to maximise service delivery.
* Act as a point of contact for customers with repair queries and general housing management issues.
* Liaise with other services via email and telephone to support complex customer needs and prevent escalation.
* Record queries accurately to help identify issues and trends.
* Represent customers’ best interests by seeking expert or specialist advice when needed.
* Support the capture of complaints, comments, compliments, and suggestions using the Council’s CRM system.
* Provide responses in line with the Repairs Policy, always considering the customer’s needs.
* Adhere to GDPR and all relevant policies and procedures.
* Ensure all duties are undertaken safely and responsibly.
* Carry out any other duties appropriate to the grade of the post.
What You'll Bring
* Knowledge of PC applications including Microsoft Word, Excel and Outlook
* Ability to respond to changing priorities and meet deadlines
* Ability to remain calm and self-controlled under pressure with strong problem-solving skills
* Experience in a front-line customer service role in a call centre/contact centre environment
* Professional telephone manner when dealing with customers
* Ability to handle difficult situations and achieve positive outcomes
* Accurate data recording skills
* Ability to investigate, evaluate, and respond to situations quickly
* Effective team working
What’s In It For You
* Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
* Outstanding Pension Scheme: We invest in your future too. Find out what benefits a Local Government Pension provides.
* Generous Annual Leave: 28 days rising to 32 after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
* Flexible Working Hours: Up to 26 flexi days per year (subject to business needs).
* Hybrid & Flexible Working: Flexible and hybrid working options.
* Learning & Development: Training, development, and progression opportunities.
* Health & Wellbeing Support: Access to gym memberships and mental health resources.
* Cycle to Work Scheme: Tax-efficient cycle to work programme.
* Exclusive Discounts & Salary Sacrifice: Discounts on shopping, travel, and services plus salary sacrifice options through VIVUP.
Our Commitment to You
We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
How To Apply
You can apply online using the link below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications. Be as detailed as possible, paying particular attention to any of the above which are relevant to the role.
If you have any questions about your application, please reach out to our recruitment team. Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. In high-volume recruitment situations, we may prioritise those who best meet the essential criteria based on the information provided.
The Council reserves the right to close this vacancy early or adjust the shortlisting criteria to ensure a fair and manageable recruitment process. We encourage early applications.
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