Call Handler

Job Title - Social Housing Call Handler (Housing Association) Location - Walton-on-Thames, Surrey Contract Type - Full-time, temp to permanent Hours - Monday to Friday, 08 00 Pay - £16.22 per hour About the Role As a Call Handler, you will act as the first point of contact for tenants and residents contacting the housing association. You will log and manage repair requests, general housing enquiries, and liaise with contractors and internal teams to ensure timely resolution. You will provide excellent customer service, maintain accurate records, and support the broader housing operations team in meeting service standards. Key Responsibilities Receive incoming calls, emails, and web enquiries from tenants and stakeholders Log repair requests, allocate jobs to contractors, and follow up on progress Provide regular updates to residents on status of requests Escalate complex or urgent matters to senior staff Resolve general housing enquiries about tenancy, rent, policies, and health and safety Work with housing management, maintenance, and contractor teams Maintain records and data in housing/repairs management systems Ensure compliance with service standards, KPI targets, and version control Identify recurring issues or trends and flag them to management Participate in continuous improvements and process reviews Desirable / Preferred Previous experience in social housing, housing repairs or facilities management Knowledge of housing law, tenancy ..... full job details .....