Repairs Specialist - Manchester, United Kingdom - Great Places Housing Group

Great Places Housing Group
Great Places Housing Group
Verified Company
Manchester, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Repair Specialist (Customer Contacts)

What is the role?


You'll be working as part of a large lively fun team within our Customer Hub, this role will be focused on supporting the Customer Hub and Managers with appropriate repairs diagnosis including repair query escalations around damp and mould issues, you will work with customers and colleagues to help understand their property needs, where appropriate support customers and colleagues to resolve issues quickly and independently.

Working in the hub every day will be different, you may deal with queries that are sometimes unusual, wonderful, sad and distressing.


What you'll be doing

  • You will where appropriate take ownership of complex property related issues to act as the customers contact point to ensure that they are kept informed from the start to satisfactory completion of the issue
  • Identifying emergency situations that may pose risks to the customer, the wider community and other Great Places Properties that may need to be escalated
  • You will support the organisations responsibility to deliver fit for purpose homes for our customers by being the Hub expert with regards to damp, mould, and condensation queries, ensuring appropriate advice and/or action is taken
  • You will be working in collaboration with the wider Customer Hub, Planning Teams & Property Services Managers to ensure we provide a responsive, efficient, and quality firsttime fix repairs service.
  • You will handle customer complaints in a professional and empathic manner, in line with the our complaint's procedure
  • You will understand the measures that relate to effective delivery of the repairs service and to support the collation of data to understand whether the service is meeting the measures set.
  • Keeping comprehensive and timely records of customer contacts and advice / guidance given.
  • You will be providing training to colleagues to support accurate repairs diagnosis and other property related issues
  • You will develop and maintain effective networks with relevant colleagues and contractors to ensure customers receive the appropriate support and service.
  • You will support the recharges process, assisting the team to provide advice and guidance to customers and identifying the appropriate costs.
  • In periods of peak demand you will support the Hub by answering inbound contact enquiries
  • You will be expected to work flexibly between the hours of 8am and 6pm on a rota basis
  • You will be working part of the week in the office and part of the week from home after an initial induction period

What you'll need

  • You will have experience of working in a responsive repairs service or similar related field. It would be great if you have experience of working in social housing
  • You will have a good understand of property construction, repairs diagnosis and suggested solutions.
  • You will need experience of using negotiation/coaching style approaches to achieve positive outcomes
  • You will need to have experience of detailed administration and recording procedures
  • You will have the confidence and ability to persuade and influence customers, and make decisions supported by knowledge and experience
  • You will be able to build effective relationships with colleagues and other stakeholders so you can find information and resolve problems
  • You will have experience of using Microsoft office or similar
  • You will be able to complete tasks in an accurate and timely manner when working under pressure
  • You will have great written and verbal communication, as well as good organisation skills and the ability to timemanage your workload
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