Customer Advisor (Repairs) at Havebury Homes · Bury St…

Can you turn a stressful repair problem into a positive customer experience? We’re looking for a Customer Advisor (Repairs) to be the friendly, reassuring voice residents turn to, working with colleagues across the business to put things right. You’ll be the first point of contact for our tenants and residents, helping them report and diagnose repairs and getting things right first time.

We own and manage c.8,000 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

A lot of our roles come with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of key responsibilities...

• Being the first point of contact for residents on all repairs, servicing and other requests, across phone, email, web and other channels

• Scheduling new repairs and rebooking existing works when residents ask us to, taking initial payment for rechargeable repairs and processing recharge agreements in Cx

• Triaging calls in line with Awaab’s Law guidance, working out the hazard and likely harm so repairs are raised correctly

• Diagnosing repair issues accurately to get things right first time, talking residents through self-fix options to avoid technician visits where possible

• Providing clear information about repair responsibilities, priorities and timeframes, following our policies and procedures while making reasonable adjustments to meet each resident’s individual needs

• Keeping accurate, up-to-date system records, monitoring the out-of-hours portal (Careium) daily, and taking ownership of service failures and complaints through to resolution

• Working collaboratively with colleagues across teams, offering extra support to residents where we can, supporting equality, diversity and inclusion, and providing cover when needed

We are looking for someone who has...

• A good standard of general education, including English and Maths
• Experience working in a high-volume customer service environment
• Experience in a housing or repairs environment
• Excellent communication, problem-solving and IT skills
• The ability to adapt your communication style to suit different customers

In return, we are offering...

• An annual salary of £26,768.51
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate hybrid working conditions from home and our office in Bury St Edmunds
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% - 12% dependant on individual contribution
• Life Assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.