Call Handler

Call Handler
Walton on Thames
Temp to Perm
Fully Office based
-17.00 per hour Umbrella

Key Responsibilities:

• Handle inbound and outbound calls from residents in a professional and empathetic manner
• Log and manage repair requests accurately using internal systems
• Diagnose and triage maintenance issues to ensure appropriate prioritisation
• Schedule appointments for operatives and contractors
• Respond to queries relating to tenancy, rent, and general housing services
• Maintain accurate records of all interactions and updates
• Work closely with internal teams to ensure issues are resolved efficiently
• Deliver excellent customer service at all times, particularly when dealing with vulnerable residents

Key Requirements:

• Previous experience in a call centre, customer service, or social housing environment
• Strong communication and listening skills
• Ability to remain calm under pressure and handle challenging situations
• Good IT skills and experience using CRM or scheduling systems
• Strong organisational skills and attention to detail
• A customer-first approach with a problem-solving mindset

Desirable:

• Experience working within social housing or property services
• Knowledge of repairs and maintenance processes
• Understanding of housing management systems