Customer Advisor Repairs - Goodman Masson : Job Details

Here at Havebury Housing, we are looking for a Customer Advisor (Repairs) to join our Customer Experience team on a permanent basis! You'll be the first point of contact for our tenants, residents and stakeholders in reporting and diagnosing repairs, servicing and other related requests, via our multi-channel services.

We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

We've also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Requirements

Outline of Key Responsibilities...

• Deal with all contact relating to repairs, servicing and other requests. This will be via our multi-channel services available to our tenants and residents
• Using our diagnosis tools and communicating with the resident, you'll ensure as much as possible, these are right first time
• Deal with queries around our repairs service from residents and other stakeholders. This includes but is not limited to repairs responsibilities, as well as timeframes and priorities
• You'll follow standard policies and procedures, whilst recognising in some instances we may need to make adjustments to deal with a particular resident's situation
• You will take ownership of service failures and complaints, dealing with these in an efficient and effective way

We are looking for someone who has...

• Previous experience of dealing with customers in any sector
• Ability to work under pressure and to deadlines
• You'll have experience of dealing with and resolving difficult situations
• The ability to ask the right questions to be able to understand the reason for the customer's call/visit
• Have good communication skills with the ability to tailor the response to suit the customer or situation

Benefits

In return, we are offering...

• An annual salary of £25,231.50
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds
• Flexible working around a 37 hour week
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension - between 7% - 12% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

"At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.