Overview
Where every report leads to a resolution — be the difference. Gateshead Council invites you to join a forward-thinking team dedicated to taking care of Gateshead and its people. We value flexible working and a strong work/life balance, with flexi-time and hybrid options and a comprehensive benefits package.
Be the Voice of Solutions, Help Us Deliver Repairs Right, First Time
Our construction colleagues oversee the ongoing maintenance of one of the region’s largest property portfolios, covering responsive and planned repairs, cyclical maintenance, emergency repairs, fire and building safety, disabled adaptations, asset improvement, stores, purchasing and waste, call handling and customer support. This is a high-performing frontline team with a vital role in ensuring safe living and working conditions for residents and employees of Gateshead.
Role: Repair Reporting Adviser
You’ll be the first point of contact for our customers, ensuring repairs and maintenance needs are handled efficiently and accurately. In a fast-paced contact centre environment, you’ll diagnose repairs, progress work orders, and deliver excellent customer service that benefits 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 the repair reporting tool, providing the right advice and support.
* Liaise with the Building Technician Team on complex repairs to ensure a right first-time fix.
* Record repair requests as works orders on the housing system and arrange appointments with customers.
* Modify, change, or cancel works orders and appointments in the 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: Local Government Pension benefits. Find out what benefits a Local Government Pension provides: [removed link]
* Generous Annual Leave: 28 days of annual leave, rising to 32 days after 5 years (2 days 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 options to support work-life balance.
* Learning & Development: Training, development and progression opportunities.
* Health & Wellbeing Support: Discounts on 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; salary sacrifice options on white goods and electronics.
Our commitment to you
We are an equal opportunities employer, committed to a culture where everyone belongs, is respected, and empowered to do their best work. We embrace diversity and inclusivity and welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
How to apply
You can apply online using the link below. The form will ask for details about you, your career history, skills, experiences and qualifications. Be as detailed and specific as possible, focusing on relevance to the role. For questions about your application, contact our recruitment team at recruitment@gateshead.gov.uk.
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, we may prioritise candidates who best meet the essential criteria based on information provided. The Council reserves the right to close this vacancy early or adjust shortlisting criteria to ensure a fair process. Early applications are encouraged.
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