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Responsibilities
- To act as first point of contact for residents to receive and resolve calls from internal and external customers including raising repairs orders; variation requests, no access reports, requests for additional jobs and provide detailed advice to customer queries.
- To undertake administrative tasks for the Repairs department: supporting the responsive repairs, work scheduling and contact centre functions.
- Monitor, chase-up and co-ordinate repair work orders until completed. Prepare progress notes, orders and relevant statistics.
- Undertake data entry tasks as required and any other duties commensurate to the role as directed by the repairs management team.
- Upkeep of system data for all responsive repair orders. Capture and resolve errors and manage exceptions as highlighted.
- Contribute to Lewishams' defined KPI performance targets and customer satisfaction targets for the service area, ensuring our company customer care policies are adhered to.
- Maintain excellent customer service in all areas of work and ensure continued personal development.
- Comply with all Lewisham policies, including contractual standing orders, financial regulations and all HR policies and procedures including Health & Safety and Equality & Diversity.
Essential
Work well under pressure.
Teamworking ethic, focus on collaboration.
Flexible attitude.
Knowledge of diagnosing repair related enquiries within Housing.
Basic understanding of systems, particularly related to Microsoft Packages.
Experience within a B2C Customer Service or Contact Centre environment.
Experience within a housing service ideally repairs.
