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Repairs Service Coordinator

Peterborough, Manasty Road (Hybrid)

£27,037.50 per annum

Full Time 37 hrs per week, Monday – Friday between (Apply online only) 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:

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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

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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.

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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.

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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.

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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.

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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

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Experience of working within a busy, customer-focused environment.

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Experiencing of applying sound judgement and common sense to resolve customer queries.

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Experience of dealing with customer complaints or managing conflict effectively.

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High standard of written and oral communication and the ability to interact with a wide range of customers.

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Strong administrative skills; accurate and speed with high standard of attention to detail.

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Ability to deal with a high volume of call and tasks.

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Maths and English –GCSE Grade 4 and above / Grade C and above