Call Handler

Call Handler Location: CrawleyTime: 8am-5pmContract: Temp-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 and 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. ..... full job details .....