Job Description
2 posts - Permanent - 35 hours per week
2 posts - Fixed Term until 29/04/2027 - 17.5 hours per week (the salary will be pro-rata'd to the part-time hours worked).
1 post - Fixed Term until 29/04/2027 - 35 hours per week
We’re looking for enthusiastic, customer‑focused individuals to join our busy Repairs Contact Centre. As the first point of contact for residents reporting repair issues, you’ll play a key role in delivering a high‑quality, responsive service that keeps our homes safe, well maintained and functioning.
You’ll handle inbound calls, emails and online requests, diagnosing repair needs, scheduling appointments, and ensuring customers receive clear, accurate information. This is a fast‑paced role where no two days are the same—and your ability to stay calm, organised and solution‑focused will make all the difference.
What You’ll Be Doing:
* Answer incoming calls and queries from residents regarding repair requests.
* Capture accurate information to diagnose problems and arrange the appropriate trade or appointment slot.
* Prioritise emergency, urgent and routine repairs in line with service standards.
* Provide updates to residents on outstanding repairs and follow up with contractors where needed.
* Use internal systems to log repairs, update records and process work orders.
* Deliver excellent customer service with empathy, patience and professionalism.
* Work collaboratively with repairs teams, contractors and colleagues across the organisation.
About You
You’ll thrive in this role if you have:
* Experience in a customer contact centre or frontline customer service environment.
* Strong communication skills with an ability to stay calm under pressure.
* Good problem‑solving skills and attention to detail.
* Confidence using IT systems and learning new software.
* A positive, team‑focused attitude and a genuine commitment to helping customers.
* Experience in repairs, housing or maintenance is helpful but not essential—training will be provided.
The Individual
The successful candidate will benefit from the following:
WDC was voted one of the top ten flexible employers and prides itself in providing flexible working to support work life balance. In addition to this there are also additional benefits:
• Access to the Local Government pension scheme (LGPS) with an employer’s contribution of at least 19.3% and all associated benefits
• A minimum of 25 days annual leave, increasing a day each year up to 35 days as well as 8 fixed public holidays each year
• Access to employee wellbeing supports including occupational health & counselling if ever you need help and support
For information about West Dunbartonshire Council please click on the following link and see why we are an employer of choice: About Us
More information on the benefits of working within West Dunbartonshire Council, can be found using the following link: Benefits of Working with us