Repairs Customer Service Advisor (Part-time)
Pertemps London
Working Pattern: Hybrid following initial training
Training: Approximately 4 weeks office-based
Hours: Part-time, minimum 22.5 hours per week
Working Hours: Monday–Friday, between 8:00am and 6:15pm
Pay: £19.98 PAYE / £25.49 Umbrella per hour
Contract: Temporary
Sector: Social Housing / Property Services
You will act as a key point of contact for residents, dealing with enquiries relating to housing services and repairs, providing accurate information, resolving queries wherever possible and ensuring residents receive a professional and positive customer experience.
Following successful completion of training, advisors will be able to work on a hybrid basis.
The position is part-time, with a minimum commitment of 22.5 hours per week, with working hours agreed between 8:00am and 6:15pm, Monday to Friday.
Key Responsibilities
- Act as the first point of contact for residents contacting the organisation regarding repairs and housing services.
- Handle customer enquiries via telephone, email, web and other digital channels.
- Provide accurate advice and information, resolving enquiries at the first point of contact wherever possible.
- Take ownership of customer enquiries and ensure timely and appropriate resolution.
- Raise repair requests and accurately capture all relevant information.
- Provide residents with information regarding repairs, appointments and housing services.
- Refer or escalate complex enquiries to the appropriate specialist team.
- Accurately update customer records and information on relevant housing and CRM systems.
- Access housing systems to provide information such as rent statements, payments, repairs and appointments.
- Handle difficult or challenging customer interactions professionally and empathetically.
- Explain policies and procedures clearly and manage customer expectations.
- Carry out telephone surveys and record customer feedback.
- Maintain up-to-date knowledge of relevant housing policies, procedures and services.
- Work towards agreed KPIs, customer satisfaction and first-contact resolution targets.
- Deliver a consistently high standard of customer service.
- Work flexibly to support the service's operating hours.
- Previous customer service, contact centre or call centre experience.
- Excellent verbal and written communication skills.
- Confidence dealing with challenging customers and difficult conversations.
- A calm, professional and empathetic approach.
- Strong listening, questioning and problem-solving skills.
- The ability to quickly understand customer requirements.
- Excellent attention to detail when recording customer information.
- Good IT skills and the ability to learn new systems quickly.
- The ability to follow policies and procedures.
- A flexible approach to working hours and changing priorities.
- The ability to work within a target-driven, performance-focused environment.
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