Call Handler

Call Handler

Social Housing Repairs (Temp to Perm)
Walton On Thames
Monday – Friday, 8:00am – 5:00pm
£16.22 per hour (Umbrella) – Weekly Pay

Are you a confident communicator with a passion for helping people? Do you thrive in a fast-paced, customer-focused environment? We’re looking for an organised and empathetic Call Handler to join a leading provider of social housing maintenance services — a company known for improving communities and making a real difference to residents’ lives.

As a Call Handler, you’ll be the first point of contact for residents reporting repairs or maintenance issues in their homes. You’ll handle inbound and outbound calls, accurately log details on internal systems, and ensure every customer receives a positive, professional experience from start to finish.

• Receive inbound calls from social housing clients seeking to book appointments for social housing repairs
• Provide professional and empathetic customer service
• Use internal systems to accurately record and update client information, appointment details, and relevant all relevant notes. Ensure notes are detailed for the following morning
• Assess client needs and determine the appropriate appointment type and availability.
• Adhere to confidentiality and data protection policies to safeguard client information.
• 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.

• Experience within social housing repairs or maintenance is essential

• Background in Call Handling

• Understanding of various trades and job durations

• Confident using IT systems and managing multiple tasks at once

• Strong communication skills and a genuine desire to help others

• A proactive, organised approach with excellent attention to detail

You’ll be joining a forward-thinking organisation that truly values its people and the communities it serves. The team is supportive, friendly, and passionate about delivering great service every day. This is a fantastic temp-to-perm opportunity with consistent weekday hours and the chance to grow with a well-respected industry leader.

Please apple or call Leah Seber at Build Recruitment