Repairs Service Co-ordinator
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Full Time 37 hrs per week, Monday – Friday between 0800-1800 on a rota basis
We have a fantastic opportunity to join a friendly and welcoming team in the role of Repairs Service Co-ordinator. This is a fast paced and analytical role where no two days are the same.
As a Repairs Service Co-ordinator at Cross Keys Homes you will provide high standards of customer service to a wide range of customers by actively listening to and understanding the details of each contact. Assessing and processing customer contact emails and telephone calls for repairs as cost effectively and efficiently as possible, working closely with – and auditing the jobs of - the CKH outsource partners to ensure that repairs are carried out to agreed time, quality and budget standards.
Home based with occasional visits to our Manasty Road Offices
Core Responsibilities:
- Using housing repairs knowledge, respond to telephone calls and emails from a wide range of customers relating to a variety of housing repair and maintenance issues by actively listening to the content of the calls, understanding the specific circumstances and – based on information gathered – diagnosing the repair and assigning it to the appropriate third party contractor for action, ensuring that repairs are coded correctly so that the repairs are charged to the correct budget cost code
- To advise customers of their repairs-related responsibilities, depending on the nature of the tenancy, ensuring – where relevant – that the correct recharges are applied and managing customer expectations appropriately.
- To meet set targets and standards for the service, including timescales for answering telephone calls, responding to written communication and completing repairs, working in partnership with CKH’s outsource partner.
- Be able to manage and respond to customer feedback in a timely manner as well as managing complaints sensitively and effectively to satisfactory resolution by taking ownership of concerns raised in line with CKH policy and procedures.
- Using a number of IT systems, raise works orders and appointments ensuring that the correct codes, priorities and timescales are allocated in line with CKH repair guidelines.
- Be able to identify, recommend and champion new and improved ways of working to enhance the customer service experience and our internal CKH’s processes.
Essential Criteria
- Experience of working within a busy, customer-focused environment.
- Experiencing of applying sound judgement and common sense to resolve customer queries.
- Experience of dealing with customer complaints or managing conflict effectively.
- High standard of written and oral communication and the ability to interact with a wide range of customers.
- Strong administrative skills; accurate and speed with high standard of attention to detail.
- Ability to deal with a high volume of call and tasks.
- Maths and English –GCSE Grade 4 and above / Grade C and above
The Company
A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.
Our dynamic approach has made us one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we’ll continue to grow our business in today’s fast-paced operating environment.
There’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.
You can find out more about us and the services we offer our residents on the CKH website.
Putting People First
CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.
At CKH, everything we do is about the people who live in our homes and access our services. So, we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you’ll be part of a team that makes a difference and creates opportunities that change lives.
As well as working to create sustainable, prosperous communities, we’re also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity and teamwork. If that sounds like you, we’d love to hear from you.
Benefits
We know we need to provide a great working environment to attract the best people. Our offer includes:
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A great pension scheme: we will double your contribution up to a maximum of 10% and include Life Cover
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Generous holiday entitlement; 25 days plus bank holidays increasing with time
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Flexible family friendly and carers policies that allow a range of paid and unpaid leave
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CKH Rewards benefits platform including cashback on purchases, instant vouchers and reloadable gift cards
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Westfield Health, giving access to a range of benefits such as 24 hour DoctorLine, Employee Assistance Programme, money back for glasses and dental treatment (after probation)
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