Role Summary
TCH Repairs provides a repair service to over 10,000 tenants of Town & Country Housing. Your role is to be their first point of contact when they raise a repair, answering calls to the repair help‑desk and managing initial enquiries.
Responsibilities
* Ensure customer contact is achieved within agreed service standards and timescales, including answering telephone calls, responding to repair emails, customer service emails, and webchat enquiries.
* Respond to online customer general and repair enquiries, providing accurate and standardised written responses in conjunction with senior staff where required.
* Accurately diagnose repair requests at first point of contact to enable correct logging and appropriate allocation of trade operatives, using video call technology for all emergency repair reports and all Damp & Mould cases.
* Explain the purpose of video calls to residents and encourage engagement; record reasons when video assessment is not possible.
* Allocate the next available suitable appointment, considering the resident’s circumstances, urgency, and service standards.
* Provide cover across the Customer Services Team as required to maintain continuity of service and response times.
* Liaise effectively with operational, commercial, client, housing manager, contractor, and external support teams to ensure coordinated service delivery.
* Demonstrate a customer‑centred service, identify improvement opportunities, and contribute to continuous improvement initiatives.
* Create, update, and maintain accurate information across all systems and databases, ensuring data integrity and compliance.
* Maintain a proactive, professional approach at all times, undertaking additional duties as needed.
* Participate in training, projects, workgroups, and policy implementation to improve performance.
* Ensure processes are written, maintained, and regularly reviewed for the repairs service operation.
* Maintain full compliance with equality and diversity regulations.
* Participate in customer engagement and feedback for continuous improvement.
* Comply with operational Key Performance Indicators in line with departmental targets.
Qualifications & Experience
* GCSE or equivalent education – Essential
* Office administration experience – Essential
* Customer service experience – Essential
* Microsoft Office experience – Essential
* Knowledge of housing issues, including equal opportunities and housing associations – Desired
Behaviours
* Calm, confident and approachable manner – Essential
* Good communication skills, face‑to‑face and telephone – Essential
* Excellent communication skills – Essential
* Ability to think and act quickly in a pressurised environment – Essential
* Proven ability to negotiate outcomes and solve problems – Essential
* Experience using own initiative to implement and solve work systems – Essential
* Ability to prepare and interpret numerical data – Essential
* Proven ability to plan and manage own workload – Essential
* Ability to work well as part of a team – Essential
* Desire to provide excellent customer service – Essential
* Resilience when dealing with difficult situations – Essential
Benefits
* Contributory pension scheme: 4% to 10% matched contributions
* Hybrid working
* Free onsite car parking
* Life assurance of 4× annual salary (terms and conditions apply)
* 30 days annual leave in addition to bank holidays
* Two volunteer days per year
* Employee assistance programme (24/7 telephone advice, information portal & face‑to‑face counselling sessions)
* Corporate eye care scheme providing free eye tests and VDU glasses
* Extensive annual staff well‑being programme
* Enhanced maternity, paternity, and shared parental leave
* Flexible annual benefits (dental, healthcare, shopping vouchers, technology, etc.)
* Annual flu vaccinations
* Access to corporate discounts on shopping, travel & days out
* Social events, including lunchtime walking, rounders, festive Fridays
* Travel loan
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
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