Customer & Repairs Advisor (Coop Homes)
The Vacancy
Connect with our Coops
Who we are
Hello. We’re Co-op Homes part of the RHP Group. We’re in business to provide top quality management services to 30 independent landlords, supporting around 2,000 properties. We own and manage 300 of our own properties and we’re planning to develop more homes, so it’s an exciting time to come and work with us.
If you want to make a difference, we’re the place for you. We provide people with a place they’re proud to call home, along with modern services that make lives easier, and we work in collaboration with our customers to make sure our people and our communities flourish.
Our employees love working for us, and we’ve been recognised as an excellent employer through several prestigious awards, ranking in the top ten of the Great Place to Work list twice over the past five years and achieving Investors in People Platinum status for the second time in 2021.
We’re based at our main office in West London and own or manage stock across the country, from Brighton in the south to Kings Lynn in the north. We offer a flexible approach to work, offering choice and flexibility to enable and empower you to be the best version of yourself, get the best out of your life and do the best for our customers.
Who we’re looking for
We’re looking for a Customer & Repairs Advisor to work with our Coop Homes team. You’ll use your knowledge, organisational skills and enthusiasm to help us deliver a first-class service to our client coops and customers and drive the highest levels of customer satisfaction with a service that keeps on getting better and better.
A typical day for you would include talking to our customers on the phone as the contact for our repairs service, keeping our customers updated at every step of their repairs journey, working with colleagues, contractors and suppliers to manage repairs and make sure they are resolved effectively, using our digital systems and tools to track progress and maintain accurate records and report statistics, and supporting customers to raise repairs online.
You’ll have experience of delivering exceptional customer service, preferably within social housing and a high volume of work remaining calm under pressure. A team player, you’ll be self-motivated, with exceptional attention to detail and digitally savvy, learning our systems quickly and using them to deliver amazing results.
When we're hiring, we look for people who share our values:
- We’re real: embracing difference and encouraging everyone to be their true authentic self. We’re open and honest about what we can and can’t do and show we care. We take our jobs seriously but never ourselves.
- We’re easy to do business with. That means being clear, knowledgeable and friendly. keeping people updated at every step, as well as making sure our services are inclusive to all.
- We’re purposeful: we go after what counts and love working together to make great things happen.
For more information about Coop Homes, visit us at www.coophomes.coop
The Company
Our aim is to provide people with a place they’re proud to call home, along with services that make lives easier.
We currently own or manage around 10,000 good quality, affordable homes to meet the needs of people who cannot otherwise afford to live locally across west London. These include homes for social rent and shared ownership.
We plan to impact even more people, with the aim to build nearly 700 more homes by 2023.
We were formed in 2000, and over the years have gradually extended our reach. Today we’re proud to operate across the boroughs of Richmond, Hounslow, Kingston, Ealing, and Hillingdon.
For the past twenty years, we’ve been passionate about providing excellent service and our vision has remained the same: to be one of the best service providers in the UK and an excellent employer.
Our employees love working for us and we’ve been recognised as an excellent employer through several prestigious awards, ranking in the top ten of the Great Place to Work list twice over the past five years and achieving Investors in People Platinum status.
Connecting through difference
We strive to be a truly inclusive workplace and It’s important to us that you feel valued, appreciated, and free to be who you are, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes you who you are.
Perks of the Job
Our aim is to be an excellent employer and create a healthy work environment so you can be the best version of yourself. Our flexible Life Matters benefits package has been designed around the things our people value most to give you choice around what you need to live well at work, rest, and play – you’ll have access to all these benefits during your time with us.
Life Matters has six main elements:
Mind Matters Champions are RHP Group employees who’ve been trained to recognise the signs of mental health problems in the workplace, guide you towards professional help, and support you through difficult moments.
Our Engagement Champions Group (ECG) is the heartbeat of the organisation and the voice of our employees. They welcome your views about working at RHP so they can share information, take ideas forward and make changes across the business.
Your Simplyhealth membership offers you access to up to six structured counseling sessions with an experienced counselor if it’s more formal support you need.
From your first day with us, we pay for Level 5 cover with Simplyhealth. This helps you to claim money back on the cost of everyday healthcare, like eye tests, trips to the dentist and physiotherapy. You can also choose to top up your membership the Level 6 (currently the highest level available).
The health of our employees is important, so we offer free flu jabs to all employees and Hepatitis B jabs to caretakers and first aiders.
We offer bike loans through the government scheme (Cyclescheme). You’ll get tax-free, National Insurance free and interest-free help with the cost of buying a bike and equipment.
Work should be something you do, not somewhere you go, so our flexible working approach is all about doing Your Work Your Way so you can be the best version of yourself, get the best out of life and achieve a great outcome for our customers. Flexible working isn’t just home working: it includes flexing your hours to suit you, breaking up your hours throughout the day, working remotely from another location, and buying and selling holidays.
Giving back to the community is important to our people. Most companies only allow one day a year for volunteering activities, but at RHP employees who work more than 18 hours a week can have up to two days.
Our social purpose is strong, and our employees value the opportunity to give back to the local community, so having a nominated charity is important. All our fundraising efforts are currently for The Vineyard Community Centre in Richmond.
We offer 29 days’ annual leave and paid leave for eight bank holidays from 1 April to 31 March. For part-time workers, your holiday and bank holiday entitlement is pro-rata. For the times when you have something special planned or need a little extra in your bank account, you can buy or sell your holiday.
Fancy an easy pay rise? Start a pension and there you have it! Pensions can be confusing, but the truth is, they’re just a tax-free pot of cash you and RHP pay into, as a way of saving for retirement. We have one pension scheme – a Defined Contribution (DC). If you meet the criteria you’ll automatically be enrolled in our DC pension scheme. You contribute 3% and we’re committed to matching and doubling that, from 6% up to a maximum of 11.3%.
We’re committed to reviewing salaries every year. And we’re a London Living Wage employer, which means we’re voluntarily taking a stand to make sure your payment covers the cost of important stuff – like rent and food bills.
We know there may be times where you need to make big purchases upfront and could do with some help. That’s why we have a choice of four interest-free loans that you pay back over a 12-month period: for help with paying for a digital device, season ticket, tenancy deposit, or fertility treatment.
Most of us have some form of personal finance outstanding, like credit cards, and often we may be paying high-interest rates. Salary Finance offers you a way to pay off your debts quicker, at a lower cost, and boost your savings.
We offer maternity, paternity, adoption, and shared parental leave to help you make time for the people that matter most.
We offer extra paid leave to support you with moving to a new house, caring for someone, getting married, becoming a grandparent, or dealing with bereavement.
We offer an interest-free fertility loan for any employee who is going through fertility treatment, as we know the financial impact it can have.
Showing appreciation for all things – big and small – goes a long way. It’s only polite after all. But it’s powerful too.
Working at RHP
Values We Live By
We Know Our Stuff
We build trust and confidence by being experts in what we do. Our knowledge and skills enable us to get the most important stuff right – providing an excellent service and keeping our customers, our homes and each other safe. We embrace change and recognise when we need to adapt, learn and develop new skills.
We Make It Happen
We show accountability, energy and passion for finding speedy resolutions and people will trust that we’ll do what we say we will. We’ll use collaboration and creativity to work together to find better ways of doing things. We don’t stand on the side-lines and get involved in a way that’s meaningful for us. We find joy in what we do and will have fun along the way.
We Care
We care about providing an amazing service to our customers and each other. We treat people as individuals and show empathy by putting ourselves in their shoes. We really listen, being present for both customers and colleagues – making them feel in safe hands. We care about what happens today and tomorrow for our people, communities, homes and the planet.
Testimonials
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