Housing Repairs Call Centre agent (Part-time) - #2139789

A reputable housing provider is currently seeking x2 Housing Repairs Call Centre agent's to join its busy Repairs Customer Service Centre. This is an excellent opportunity for experienced customer service professionals looking to develop their career within the social housing and property services sector.

Working Pattern: Hybrid following initial training
Training: Approximately 4 weeks office-based
Hours: Part-time, minimum 22.5 hours per week
Working Hours: Monday–Friday, between 8:00am and 6:15pm
Pay: £19.98 PAYE / £25.49 Umbrella per hour
Contract: Temporary
Sector: Social Housing / Property Services

Required: Previous experience using NEC/Northgate Housing software required.

You will act as a key point of contact for residents, dealing with enquiries relating to housing services and repairs, providing accurate information, resolving queries wherever possible and ensuring residents receive a professional and positive customer experience.

Following successful completion of training, advisors will be able to work on a hybrid basis.

The position is part-time, with a minimum commitment of 22.5 hours per week, with working hours agreed between 8:00am and 6:15pm, Monday to Friday.

Key Responsibilities

• Act as the first point of contact for residents contacting the organisation regarding repairs and housing services.
• Handle customer enquiries via telephone, email, web and other digital channels.
• Provide accurate advice and information, resolving enquiries at the first point of contact wherever possible.
• Take ownership of customer enquiries and ensure timely and appropriate resolution.
• Raise repair requests and accurately capture all relevant information.
• Provide residents with information regarding repairs, appointments and housing services.
• Refer or escalate complex enquiries to the appropriate specialist team.
• Accurately update customer records and information on relevant housing and CRM systems.
• Access housing systems to provide information such as rent statements, payments, repairs and appointments.
• Handle difficult or challenging customer interactions professionally and empathetically.
• Explain policies and procedures clearly and manage customer expectations.
• Carry out telephone surveys and record customer feedback.
• Maintain up-to-date knowledge of relevant housing policies, procedures and services.
• Work towards agreed KPIs, customer satisfaction and first-contact resolution targets.
• Deliver a consistently high standard of customer service.
• Work flexibly to support the service's operating hours.

About You

• Previous customer service, contact centre or call centre experience.
• Excellent verbal and written communication skills.
• Confidence dealing with challenging customers and difficult conversations.
• A calm, professional and empathetic approach.
• Strong listening, questioning and problem-solving skills.
• The ability to quickly understand customer requirements.
• Excellent attention to detail when recording customer information.
• Good IT skills and the ability to learn new systems quickly.
• The ability to follow policies and procedures.
• A flexible approach to working hours and changing priorities.
• The ability to work within a target-driven, performance-focused environment.

APPLY NOW for the Housing Repairs Call Centre agent  Role