Customer Service Officer – Repairs Call Taker – AR

Customer Service Officer – Repairs Call Taker

Pay Rate: £20 per hour PAYE
Role Type: Call Taker / Customer Service
Experience: Previous experience in a similar repairs, housing or Council contact centre role is required.

Role Overview

We are looking for an experienced Customer Service Officer / Repairs Call Taker to provide a professional, high-quality frontline service to homeowners contacting the Council about repairs and other service enquiries.

You will be responsible for taking calls and responding to emails, understanding customers’ needs, raising and prioritising repair orders, updating records and working with internal teams and contractors to ensure enquiries are resolved efficiently and, wherever possible, at the first point of contact.

Key Responsibilities

• Handle telephone and email enquiries from homeowners in a professional and customer-focused manner.
• Take ownership of customer enquiries and identify the appropriate solution through effective questioning and listening.
• Take repair requests, raise orders and ensure the correct priority is applied.
• Use Council ICT systems to accurately record, update and maintain customer and repair information.
• Follow up with customers to check repair completion and service quality within agreed timescales.
• Liaise with Council departments, contractors, Registered Social Landlords and external agencies to resolve enquiries.
• Escalate urgent or unresolved issues to the Team Leader where appropriate.
• Make onward referrals to relevant services, including Advocacy Services, where required.
• Complete administration and follow-up tasks relating to incoming calls and enquiries.
• Support customers in accessing Council services, forms and information online.
• Use translation and other support services where required to meet the needs of a diverse customer base.
• Maintain confidentiality and comply with data protection and relevant legislation.
• Contribute to team meetings, continuous improvement and maintaining high customer service standards.
• Work flexibly across the Contact Centre, including evenings, weekends and bank holidays where required.

Essential Experience

• Previous experience in a repairs call handling, housing contact centre or similar customer service environment.
• Experience dealing with a high volume of telephone and email enquiries.
• Experience identifying customer needs and resolving enquiries effectively.
• Experience raising or managing repair/service orders would be highly beneficial.
• Experience using IT/CRM or housing management systems.
• Strong communication, listening and questioning skills.
• Ability to work effectively with colleagues, contractors and external partners.
• A strong customer-focused approach with the ability to take ownership of enquiries.
• Ability to work calmly and professionally when dealing with challenging or urgent enquiries.

Ideal Candidate

The ideal candidate will have previous Council, Housing Association or social housing contact centre experience, particularly in a repairs-focused environment. They will be confident handling homeowner calls, raising repair orders, prioritising requests and coordinating with contractors to ensure issues are resolved.

They should have a “right first time” approach, strong communication skills and a genuine commitment to providing an excellent customer service.