Call Handler

Social Housing Call Handler (Maintenance Repairs) - Be a Voice for Our Residents!

Are you passionate about helping people and making a real difference in your community Do you thrive in a fast-paced environment where your communication skills can shine If so, we want you!

We're seeking a dedicated and empathetic Social Housing Call Handler to be the first point of contact for our residents reporting essential repairs and maintenance needs. You'll play a vital role in ensuring our residents' homes are safe and well-maintained, providing top-notch customer service and ensuring efficient responses to their concerns.

Why this role is important:

As a Social Housing Call Handler, you're more than just a voice on the phone. You're a problem solver, a listener, and a key link between our residents and the teams that keep their homes in great condition. You'll be empowered to make a real impact on people's lives by ensuring their repair requests are handled promptly and efficiently.

What you'll be doing:

• Answering inbound and outbound calls from residents, addressing their repair and maintenance concerns with empathy and professionalism.
• Accurately logging all repair requests in our system, capturing every detail to ensure efficient processing.
• Diagnosing repair issues based on resident descriptions, using your problem-solving skills to determine the right course of action.
• Prioritising urgent and emergency repairs, ensuring swift action to resolve critical situations.
• Keeping residents informed about the status of their repairs, managing expectations and providing timely updates.
• Collaborating with contractors, housing officers, and other internal teams to ensure seamless repair completion.
• Handling complaints with professionalism and escalating issues as needed.
• Maintaining accurate records of all calls and updates within our housing management system.

What you'll bring:

• Essential:
  • GCSEs (or equivalent) in English and Mathematics (Grade C/4 or above).
  • Proven experience in customer service, preferably in a call centre, housing, or maintenance environment.
  • Proficiency in IT systems, including Microsoft Office (Word, Excel, Outlook) and CRM or housing management systems.
  • Excellent verbal and written communication skills.
  • A willingness to learn about social housing repairs and maintenance terminology.
• Desirable:
  • Previous experience in a call handling, customer service, or housing repairs role.
  • Knowledge of social housing repairs and maintenance terminology.

Who we are looking for:

We value individuals who are:

• Empathetic: You genuinely care about the needs of our residents.
• Resilient: You can handle pressure and difficult conversations with professionalism.
• Organised: You can manage multiple tasks and prioritise effectively.
• Team-oriented: You work well with others to achieve shared goals.
• Problem-solvers: You can think on your feet and find solutions to challenges.