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Job Title: Call Handler
Location: Crawley
Working Hours: Monday to Friday, 08:00 – 17:00
Rate: £16.22 per hour (Umbrella), paid weekly (always paid the following Friday)
Contract Type: Temp to Perm
Job Description:
As a Call Handler, you will be the first point of contact for residents calling to report housing repairs. Your key responsibilities will include:
Day-to-Day Duties:
- Handle high volumes of inbound and outbound calls related to repairs and maintenance.
- Book appointments and update all relevant details in the internal system.
- Accurately log repair requests and assign them to the appropriate contractor or internal team.
- Diagnose repair needs based on resident descriptions.
- Prioritise emergency and urgent repairs for immediate action.
- Provide empathetic, professional customer service throughout.
- Keep residents updated on repair progress and manage expectations.
- Liaise with contractors, housing officers, and other stakeholders to ensure repairs are completed efficiently.
- Maintain accurate records of all communications.
- Handle complaints and escalate where appropriate.
Essential Requirements:
- Experience working in Social Housing or Repairs & Maintenance environments.
- Good understanding of housing repair issues and relevant trades.
- Experience using scheduling/planning systems.
- Familiarity with managing Work-in-Progress, jeopardy planning, and extension of time processes.
- Strong customer service skills and a proactive, solution-focused mindset.
- Understanding of repair job durations and contractor scheduling.
