1. Immediate start
2. 6 Month FTC
About Our Client
Our client is part of a housing association offering a wide range of services. They are passionate about delivering excellent customer service. They deliver high quality service that meets individual needs of their customers.
Job Description
3. Being the primary contact point for customers to report repairs, whether through phone or email. This includes scheduling appointments for work in accordance with current KPIs.
4. Addressing informal complaints and striving to resolve issues at the initial contact.
5. Aiding the Repairs Planner in assigning tasks to a team of Operatives for daily, void, and planned work.
6. Maintaining an extensive knowledge of and adhering to high standards when working with Orchard Housing and Propeller Systems.
7. Collaborating with operatives daily, handling absences or inquiries about available and unavailable appointment slots, and logging information into the Propeller and Orchard systems.
8. Taking responsibility for daily diary scheduling for multiple Operatives and repairs on the Propeller system, ensuring timely deployment of all appointments to the operative's PDA.
9. Managing unavailable appointments by redistributing work to other Operatives and negotiating with Customers as needed.
10. Demonstrating proficiency in using Microsoft Office 365 and any additional technology for controlling and delivering daily work.
11. Communicating with Operatives throughout the day by phone to ensure all appointments and target dates are met, and KPIs are achieved.
12. Handling emergency repairs, non-appointed repairs, variations, follow-on repairs, cancelled and suspended repairs on a daily basis. Ensuring the comprehensive database is updated accordingly.
13. Receiving completed repairs from each Operative daily, ensuring they match the information entered into the system the previous day. This involves cost calculations for repairs, updating the operative's time sheet if necessary, and finalising the repair in the system before sending it to the client for invoicing.
14. Conducting regular quality assurance checks on Operative's repairs via telephone and reporting the findings.
15. Possessing full knowledge and the ability to address repair-related inquiries.
16. Acting as the Repairs Team Leader's substitute in their absence.
17. Contributing to excellent customer service as an effective team member.
18. Establishing, nurturing, and sustaining effective working relationships with all colleagues, contractors, and partner agencies to ensure a unified approach to achieving performance standards and business objectives.
19. Ensuring the efficient use of computerised systems to facilitate processing.
The Successful Applicant
Qualifications
20. A solid foundation in general education, which includes proficiency in Mathematics and English.
Experience
21. Proficient in working within a