Key responsibilities
A knowledge and understanding of current issues relating to social housing and social housing repairs.
- To diagnose repairs accurately, raise orders on IT systems to contractors and book appointments.
- Experience of working in a contact centre answering high volume of calls to ensure targets are met.
- Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and timely manner, to a high standard of customer care using the appropriate greeting, including name, adapting methods of communication to meet the needs of the customer and ensuring that a positive image of Islington Council is projected.
- Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.
- Experience of accurately processing service requests in line with policy and to provide advice and information to customers ensuring that all service requests are processed to Islington Council's performance and standards, policy and procedural guidelines including statutory, complying with the Data Protection Act and the Freedom of Information Act.
- To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.
- To deal with customer complaints in accordance with the Complaints procedure and to escalate cases to Team Leaders as appropriate.
Knowledge of the main issues affecting social housing.
ITQ2 or equivalent Information Technology skills.
Minimum of 1 years' experience of working within a responsive repairs environment and housing management systems.
Experience of dealing with all aspects of building maintenance / repairs in a busy environment
Experience of processing customers' repair requests methodically and accurately within the appropriate policies, procedures and guidelines meeting tight deadlines.
Typing speed 30 word per minute with good attention to detail
Ability to problem solve and diagnose repairs accurately.
Excellent Customer Care skill, experience of working with members of the public, and the ability to handle difficult situations in an open and honest manner.
Excellent communication skills and the ability to liaise with various internal and external parties.
Ability of working in a team and contribute to the team's overall performance.
Ability to demonstrate accountability and a positive attitude to your responsibilities as an employee of Islington Council.
Take personal responsibility for self-development; to equip self with skills required to cope with changes in ways of working and keeping abreast of organisational changes.