Repairs Call Handler

Join a dynamic housing association as a Repairs Call Handler and enjoy the benefits of hybrid working while making a real difference in housing repairs! This role offers you the chance to be the first point of contact for tenants, handling maintenance requests, diagnosing issues, and coordinating with operatives to ensure timely resolutions. You'll work from home part of the time while engaging with the team in Ipswich for collaborative support. If you have experience in customer service, housing, or operative coordination, this could be the ideal role for you.

Key responsibilities of a Repairs Call Handler:

• Handle incoming calls from tenants reporting repair issues, being the first point of contact for residents
• Diagnose cases accurately, ensuring the correct information is gathered for each job request
• Provide clear and concise advice on common repairs and potential troubleshooting steps
• Log requests into the housing management system, ensuring all details are captured correctly
• Coordinate with operatives and contractors, ensuring timely response and resolution to maintenance issues
• Check job progress, ensuring that repairs are completed on schedule and in line with agreed service standards
• Provide updates to tenants regarding status, expected timelines, and any delays or issues
• Maintain accurate records of all calls, ensuring data is up-to-date and accessible for future reference
• Support tenants with queries on service charges and repair-related billing, directing complex issues to appropriate teams
• Liaise with internal teams, including, property management, and maintenance, to ensure seamless service delivery
• Deliver excellent customer service, remaining calm and professional even in challenging situations

What we'd love to see in a Repairs Call Handler:

• Previous experience in a customer service or call handling role, ideally within the housing sector.
• A strong understanding of repair processes and how to effectively manage service requests
• Excellent communication skills, both verbal and written, with the ability to explain complex information clearly
• IT literate, with experience using housing management systems (e.g., Orchard, Confirm) or similar software
• Ability to work effectively under pressure, prioritising tasks and managing workloads to meet deadlines
• Problem-solving skills, with a proactive approach to resolving issues quickly and efficiently
• Ability to work independently in a hybrid environment, with a balance of home working and office-based time in Ipswich

Hourly Rate: £18 - £20 per hour (via Umbrella)

Location: Ipswich, with the benefit of hybrid working-allowing you to work from home while also attending the office for team collaboration and meetings as required.

Commuting to Ipswich: Ipswich is easily accessible by both car and public transport, making it a commutable location for individuals in the surrounding areas. The town is well-served by major roads including the A12 and A14, providing quick connections to nearby towns such as Stowmarket, Felixstowe, and Colchester.

We would like to speak to anyone who is a Repairs Coordinator/ Administrator, Call Centre Operative, Maintenance Call Handler, Housing Repairs Customer Service Representative.

If this Repairs Call Handler role is for you then please apply or contact katie.cox@niyaapeople.co.uk