Call Handler

MMP Consultancy are working with a fantastic organisation to recruit a Call Handler to join them on a Ongoing Contract based in Surrey.

We are seeking enthusiastic individual who thrives in challenging atmospheres and can remain calm under pressure. You will be responsible for answering and redirecting calls. Ensuring all queries are dealt with in a time effective manner with excellent results.

Key Responsibilities:

• Handle inbound and outbound calls from residents regarding repairs and maintenance issues.
• Accurately log repair requests on the system, ensuring all details are captured correctly.
• Diagnose repair issues based on resident descriptions and allocate jobs to the appropriate

contractors or internal teams.

• Prioritise urgent and emergency repairs, ensuring prompt action is taken.
• Provide excellent customer service, ensuring residents feel listened to and supported.
• Keep residents updated on the progress of their repairs, managing expectations and resolving
• queries.
• Liaise with contractors, housing officers, and other stakeholders to ensure repairs are completed efficiently.
• Handle complaints professionally and escalate where necessary.
• Maintain accurate records of all calls and updates on the housing management system.

Skills Required:

• Experience of working in a Call Handling or Customer Service based role
• Exceptional customer service skills
• A good attitude and willingness to learn
• Ability to remain calm under pressure and challenging atmosphere
• Excellent written and verbal communication skills.