Job Description
Key responsibilities
Knowledge and understanding of current issues relating to social housing and social housing repairs.
1.To diagnose repairs accurately, raise orders on IT systems to contractors and book appointments.
2.Experience of working in a contact centre answering high volume of calls to ensure targets are met.
3.Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and timely manner, to a high standard of customer care using the appropriate greeting, including name, adapting methods of communication to meet the needs of the customer and ensuring that a positive image of Islington Council is projected.
4.Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.
5.Experience of accurately processing service requests in line with policy and to provide advice and information to customers ensuring that all service requests are processed to Islington Council's performance and standards, policy and procedural guidelines including statutory, complying with the Data Protection Act and the Freedom of Information Act.
6.To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.
7.To deal with customer complaints in accordance with the Complaints procedure and to escalate cases to Team Leaders as appropriate.
8.To undertake training, supervision, seminars, meetings and other events designed to improve communication and assist with the effective development of the post holder and service area.
9.To contribute towards the overall service objectives and targets of the Housing Repairs Services Team.
10.To comply at all times with the Code of Conduct.
11.To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager.
Essential criteria
Criteria description
Knowledge of the main issues affecting social housing.
Application/Interview
ITQ2 or equivalent Information Technology skills.
Application/Interview
Proven experience of working within a responsive repairs environment and housing management systems.
Typing speed 30 word per minute with good attention to detail
Experience of dealing with all aspects of building maintenance / repairs in a busy environment
Application/Interview
Housing Repairs Co-ordinators Housing Repairs Co-ordinators Housing Repairs Co-ordinators Housing Repairs Co-ordinators
