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Your new companyMy client provides integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities they serve. Their services include responsive repairs, void refurbishments, compliancy services and planned maintenance work. Your new roleResponsible for responding to resident repair requests by call and email, diagnosing the repair and using MSi technology to allocate appointments to the in-house and/or subcontracted workforce. Ensure both the customer and the client receive an excellent standard of customer service.Key Responsibilities:* Take ownership for responding to inbound communications (calls and emails).* Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer's needs.* Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).* Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience* Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of their gas or electricity meter, re-setting a blown fuse, etc).* Where an appointment is required, work to ensure that it is offered in line with contractual Service Level Agreements (SLAs), the customer's preferences and operational constraints (i.e. make a promise to the customer that you are confident we can meet).* Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up-to-date information* Where a resident wants to re-book an appointment, it may be necessary to liaise with the Planners and Service Controllers to communicate short-notice changes* Capture detailed notes on the system to support operatives in completing a first time fix on site.* Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative* Actively embrace and support a culture of accountability and service excellence* Assist service operatives and or subcontractors to deliver effective utilisation and in understanding their responsibilities in managing their day-to-day performance.* Escalate existing repair jobs to Planners or alert the Team Leader to issues requiring intervention.* Develop and maintain effective working relationships with operatives, clients, customers (internal and external) and suppliers.* Take reasonability for your own and your team's performance, ensuring Key Performance Indicators (KPIs) are achieved and where required improvements in performance are pursued.What you'll need to succeed* You will have previous administrative experience within the repairs and maintenance sector, or a trade-based background with evidence of delivering excellent customer service and maintaining high-quality relationships.* You will have excellent interpersonal skills and deliver effective interaction with all internal and external stakeholders. You will have the ability to develop and maintain good working relationships with key stakeholders and ensure best practice prevails throughout the contract.* You will have excellent telephone skills and be able to obtain detailed information from telephone discussions.* Awareness of the Health and Safety Standards set by the company in accordance with other regulatory bodies will be of paramount importance to you.What you'll get in return
- Profit Share Discretionary Annual Bonus Scheme
- 26 Days Holiday & Bank Hols
- Enhanced Pension Plan
- Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Work Perks Discounts & Vouchers
- Buy & Sell Holiday
- Cycle to Work
- Volunteering (2 days paid)
- Learning & Development Opportunities
- Extensive Wellbeing Support, including EAP
- Loyalty & Values Awards
- Funded Professional Subscription
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
