We are currently working in partnership with a Housing Association based in North London, who are recruiting for a Repairs & maintenance Advisor. The role is a permanent position paying up to £29,000 dependent upon experience.

The ideal candidate will have experience in providing customer service support to ensure that all repair queries are responded to, actioned and resolved in timely fashion and at first contact.

Duties will include (but are not limited to):

• Managing all incoming calls, correspondence (via various means) and other queries at the first point of contact, accurately and consistently to deliver excellent customer satisfaction, always maintaining a positive and professional attitude

• Ensuring queries are forwarded to most appropriate colleague and/or department to manage whilst maintaining excellent customer service and maintaining quality standards and targets

• Communicating effectively with both internal and external customers, focusing on the needs of customers/residents while ensuring that services and methods of delivery meet their needs and expectations

• Answering resident queries - providing repairs knowledge and guidance to assist them in resolving issues

• Using own initiative, proactively manage work orders using IT systems ensuring that variations and complex orders are managed and coordinated, and accurate records are in place to monitor through to completion

• Carrying out customer satisfaction surveys and communicate with customers to discuss and resolve repairs issues and to escalate, as required

• Having input into handling of customer service complaints and strive to always resolve to a satisfactory resolution

Experience required:

• Experience of analysing information to present to internal and external customers

• Previous knowledge and experience of working within a contact centre environment

• Experience of providing appropriate advice and support to others in clear and simple language

Skills, knowledge and expertise required:

• Ability to understand different procedures and retain information

• Proven strong administration skills

• Excellent attention to detail and able to use appropriate systems and processes to manage and record resident contacts and ensure appropriate resident information is captured and updated

• Good interpersonal skills and the ability to relate to a wide cross section of people both face-to-face and on the telephone, respecting views, values, and cultures that may be different from your own

• Proven ability to work under pressure and to meet targets and deadlines

• Competent at MS Office package and other relevant IT applications with sufficient IT knowledge to produce electronic records, use a CRM, Word documents and online information

Rewards and Benefits:

• Hybrid working

• Opportunity to go permanent

Working hours:

• 37 hours per week

• Monday – Friday, 9am-5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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