Call Handler

Location: Birmingham – B29 5UT
Rate: £16.91 per hour
Contract: Temporary
Duration: Minimum 6 months
Positions: 2
Working Environment: Office-based

We are looking for 2 experienced Repairs Planners / Customer Service Advisors to join a busy social housing repairs team in Birmingham.

This role would suit candidates with experience in social housing, repairs scheduling, contact centre, customer service or maintenance administration. You do not need to have worked as a Planner previously if you have strong housing repairs or call-handling experience and are confident dealing with residents and coordinating appointments.

The Role

You will be the first point of contact for residents and will help coordinate repairs from the initial enquiry through to completion. You will also work closely with operatives, contractors and internal teams to make sure repairs are scheduled and progressed efficiently.

Key Responsibilities

• Handle a high volume of resident calls, emails and repair enquiries.
• Take details of repair issues and raise accurate work orders.
• Schedule appointments for operatives and contractors.
• Allocate jobs based on priority, trade, location and availability.
• Manage and update operative diaries.
• Prioritise emergency, urgent and routine repairs appropriately.
• Liaise with residents to arrange, confirm and rearrange appointments.
• Provide residents with regular updates on outstanding repairs.
• Monitor outstanding and overdue jobs and chase contractors or operatives.
• Deal with missed appointments, access issues and cancelled visits.
• Update repairs systems with accurate job notes and appointment information.
• Work to SLA, KPI and customer service targets.
• Ensure repairs are progressed through to completion and closure.
• Provide a professional and customer-focused service at all times.

Requirements

• Previous experience within social housing, repairs, maintenance or a customer contact centre.
• Excellent telephone and communication skills.
• Confident dealing with residents and handling sometimes challenging enquiries.
• Good computer and administration skills.
• Strong attention to detail when recording repair information.
• Ability to multitask and manage a busy workload.
• Organised with good time-management skills.
• Comfortable working to SLA and KPI targets.
• Previous experience with housing repairs or scheduling systems would be advantageous.

What We Offer

• £16.91 per hour
• 2 positions available
• Minimum 6-month contract
• Birmingham B29 5UT
• Office-based role
• Full training and support