Repairs Admin Support Officer

Job Title: Repairs Admin Support Officer

Location of the job: Essex RM1 (Fully Office based)

Contract type: Tempory

Weekly hours: 35 hours

Job Purpose
We are seeking a dedicated Admin Support Officer to join our clients Repairs and Voids team.

In this full-time, office-based role, you will play a vital part in providing exceptional front line service, handling a variety of service requests, and offering guidance related to housing repairs.

Responsibilities

• Act as the first point of contact for customers and colleagues, successfully handling a wide range of queries (including accurately diagnosing, scheduling and logging repairs) right first time only escalating to specialist teams and contractors when required.


• Offer a speedy, consistent and professional customer experience across a range of channels (voice calls, live chats, emails, customer portal, mobile app, CRM, telephony systems, repairs systems).


• Quickly and accurately record and update all customer contacts and requests for services, repairs, bookings and appointments using all relevant in-house systems.


• Contribute to achieving contact centre targets for grade of service, abandoned calls, right first time, customer portal/app sign ups and overall customer satisfaction, following agreed policies and procedures.


• Take ownership of customer queries and see them through to resolution

Person Specification

• Knowledge of repairs and maintenance services


• Exceptional customer service skills including dispute management


• Confidently use Microsoft Office and other IT systems


• Strong negotiation and communication skills - verbally and in writing


• Ability to manage a busy workload with conflicting priorities


• A positive and practical approach to problem solving


• Experience of working in a pressurised environment

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk