Senior Customer Support Officer

SENIOR CUSTOMER SUPPORT OFFICER

16.00- 18.00PHR UMBRELLA, DOE

6 MONTHS TEMP TO PERM CONTRACT

OFFICE BASED IN LUTON, BEDFORDSHIRE

IMMEDIATE START

Job Summary: As a Senior Repairs Customer Support Officer in the housing sector, you will play a pivotal role in ensuring efficient and effective resolution of repair requests and maintenance issues within residential properties. Your responsibilities will revolve around managing customer inquiries, coordinating repair schedules, liaising with maintenance teams, and ensuring customer satisfaction.

Key Responsibilities:

1. Customer Interaction:

   • Act as the primary point of contact for residents reporting repair issues or maintenance concerns.
   • Provide prompt, courteous, and empathetic assistance to residents via various communication channels, including phone, email, and in-person inquiries.
   • Gather detailed information regarding repair requests, assessing urgency, and prioritizing tasks accordingly.

2. Coordination and Scheduling:

   • Schedule repair appointments, coordinating with maintenance staff and contractors to ensure timely resolution of reported issues.
   • Allocate resources efficiently, taking into account urgency, available personnel, and materials required for repairs.
   • Monitor and track repair progress, updating residents on the status of their requests and anticipated resolution times.

3. Problem Resolution:

   • Troubleshoot issues reported by residents, providing initial guidance and support where possible.
   • Escalate complex or unresolved problems to appropriate personnel, facilitating swift resolution and ensuring resident satisfaction.
   • Follow up with residents post-repair to confirm satisfaction and address any outstanding concerns.

4. Documentation and Reporting:

   • Maintain accurate records of repair requests, including details of reported issues, actions taken, and resolutions achieved.
   • Generate reports on repair trends, identifying recurring issues and areas for improvement in maintenance processes.
   • Collaborate with colleagues to implement solutions and preventive measures to minimize future repair needs.

5. Quality Assurance:

   • Conduct periodic inspections of completed repairs to ensure quality workmanship and adherence to standards.
   • Solicit feedback from residents regarding repair experiences, identifying areas for improvement and implementing corrective actions as necessary.
   • Uphold organizational policies and regulatory requirements related to repairs, ensuring compliance at all times.