At a Glance
- Tasks: Lead a team to resolve customer repair issues and enhance service quality.
- Company: Join a dynamic property services team in Croydon with a hybrid working model.
- Benefits: Competitive daily rate, flexible working, and potential for contract extension.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in repairs, customer service, and team leadership is essential.
The predicted salary is between 38250 - 46750 £ per year.
- Daily rate: £190.23 PAYE / £253.08 Umbrella
- Contract Length: 3-month contract (possibility of extension)
- Working Pattern: Full Time, Monday - Friday, 36 hours
- ASAP Start
About the Role
We're looking for an experienced Senior Repairs Customer Resolution Officer to join our Property Services team and play a key role in delivering outstanding customer outcomes across our repairs service.
This is an excellent opportunity for someone with a strong background in repairs, complaints resolution and customer service within social housing, who has experience supervising or coordinating colleagues and enjoys leading by example.
You'll manage complex customer cases, support disrepair investigations, oversee complaint responses, and act as a key link between operational teams, contractors and residents.
You'll also provide day-to-day leadership, support and guidance to a small team, helping to drive performance and excellent customer service standards.
Key Responsibilities
- Investigate and manage complex repairs, complaints and customer resolution cases.
- Support disrepair and ADR case management, ensuring information is accurate and complete.
- Act as a point of escalation for challenging customer issues and complaints.
- Coordinate and supervise the work of Repairs Services Officers and Technical Administration colleagues.
- Conduct one-to-ones, team meetings and performance discussions.
- Monitor workloads, targets and service delivery standards.
- Liaise with contractors, surveyors, housing teams and other stakeholders to ensure repairs are completed efficiently.
- Identify trends, service improvements and opportunities to enhance customer satisfaction.
- Ensure compliance with complaint handling requirements, policies and Ombudsman expectations.
- Deliver a customer-focused approach that resolves issues quickly and effectively.
About You
We're looking for someone who can combine technical repairs knowledge with exceptional customer service and complaint resolution skills.
Essential Experience
- Experience working within a responsive repairs or property maintenance environment, ideally within social housing.
- Strong experience managing and resolving customer complaints and escalated cases.
- Experience in a team leader, senior officer, supervisory or coordinator role with responsibility for supporting and guiding colleagues.
- Experience working with residents and customers in a customer-focused environment.
- Experience building effective relationships with contractors and internal stakeholders.
- Experience analysing information, solving problems and making sound decisions.
- Good working knowledge of Microsoft Office applications, including Word and Excel.
Essential Skills
- Excellent customer service and communication skills.
- Strong complaint investigation and resolution capability.
- Ability to influence, challenge and drive positive outcomes.
- Excellent organisational and prioritisation skills.
- Ability to work under pressure and manage competing demands.
- Strong attention to detail and record-keeping skills.
- Ability to support, motivate and coordinate the work of others.
- A collaborative approach and commitment to delivering excellent resident outcomes.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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Repairs Customer Resolutions - Team Leader in London employer: Adecco
Adecco is an excellent employer, offering a supportive work culture that values flexibility and work-life balance, particularly for the Seasonal DBS Cleaner role in Chelmsford. Employees benefit from a competitive pension scheme and various incentives, alongside opportunities for personal growth and development within a dynamic team environment, making it a rewarding place to contribute to the cleanliness of educational settings.
StudySmarter Expert Advice🤫
We think this is how you could land Repairs Customer Resolutions - Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adecco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adecco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Repairs Customer Resolutions - Team Leader in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adecco:Your cover letter is your chance to shine! Tell us why you want to work at Adecco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adecco!
How to prepare for a job interview at Adecco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
