Repairs Resolution Officer

Role Purpose 

Act as the first point of contact for residents contacting Lewisham via different channels (Telephone and email) to report repair issues to their homes. To provide an effective, flexible and comprehensive administrative support service for the Responsive Repairs Service.



Responsibilities 

• To act as first point of contact for residents to receive and resolve calls from internal and external customers including Raising repairs orders; variation requests, no access reports, requests for additional jobs and provide detailed advice to customer.
• To undertake administrative tasks for the Repairs department: supporting the responsive repairs, work scheduling and contact centre
• Monitor, chase-up and co-ordinate repair work orders until completed. Prepare progress notes, orders and relevant
• Undertake data entry tasks as required and any other duties commensurate to the role as directed by the repairs management
• Upkeep of system data for all responsive repair orders. Capture and resolve errors and manage exceptions as highlighted 

Requirements 

• Previous experience of working in a Contact Centre managing high call volumes
• Basic knowledge of building maintenance
• Administration experience within a Repairs environment
• Experience working with Housing Association or Councils

Contract 

• Initial 3 to 6 month contract with the opportunity to extend 
• PAYE VIA UMBRELLA 
• Monday to Friday 9am to 5pm (Hybrid position)

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