Repairs Response Officer

  • Location
    London, Greater London
  • Salary
  • Job type
    Temporary contract
  • Industry
    Call Centre and Customer Service
  • External Reference
  • Category
    Public Sector - Housing

Our client is currently looking for a Repairs Response Officer to join their existing team. The role would include speaking with members of the public to arrange and follow up on recent repairs as well as ensure the residents are aware of forthcoming appointments.

The duties of the role would include, but not exclusive to;

1. To be a valued member of the Repairs Response Team (RRT) providing a comprehensive business support service to the operational responsive team enabling management and operatives to deliver a quality front end service to the tenants and residents

2. To assist the RRT to cover all support functions as required on a daily/weekly basis including the internal processing of customer satisfaction information, complaints, quality systems, fleet management, pest control, FM, OOH, processing materials transactions, subcontractor invoicing and all other support services functions as and when required.

3. Deal with customer enquiries in a professional manner, ensuring the service offered is courteous, helpful and accessible, while demonstrating imagination, initiative, resourcefulness and resilience in a demanding environment.

4. To work a rota answering and successfully processing Option 2 chase up calls as part of a team, dealing with and processing telephone calls relating to repairs requests and repair enquiries within defined parameters of service to achieve a set of contractual performance targets.

5. To attend Direct House reception and the Housing Hubs as part of a team rota providing first line customer interaction.

6. To make pre-appointment resident notification calls, answer RMS Hunt Group calls and RMS Repairs In-box emails within agreed contractual response times and with high customer satisfaction feedback.

7. Take responsibility for dealing with these repair enquiries both written and oral from customer representatives, staff from other sections/departments and external organisations through the various communication channels within designated time scales.

8. Take an active role in the RRT, (e.g. by being supportive of colleagues), encouraging the development of a working environment that is positive, forward looking, results orientated and customer focused.

9. To provide administrative support to operational management and the planning team in the generic activities of the responsive repairs service.

10.To liaise with the other departments and agencies such as the Repairs Operation Centre (ROC) and housing officers where required, providing information and representing RMS in a positive way.

11.To assist, where required in providing information in relation to the complaint procedures, and supporting the overarching Governance and Compliance team in accordance with agreed timelines.

The ideal candidate would have previous customer service experience and have good written and verbal communications skills and a good attention to detail. Knowledge for local authority repairs services would be advantageous.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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