Repairs Customer Service Advisor (Part-time) in London

A reputable housing provider seeks two Repairs Customer Service Advisors to join its London-based centre.

This part-time, temporary role pays £19.98 per hour (PAYE) or £25.49 via umbrella, with a minimum of 22.5 hours weekly, Monday to Friday between 8:00am and 6:15pm.

Following roughly four weeks of office-based training, a hybrid pattern applies.

You will be the primary contact for residents, managing repair and housing service enquiries, offering precise details, and resolving issues directly.

Prior experience in customer service is essential, ideally within social housing or property services.

Strong communication and problem-solving abilities are key to succeeding in this position.

A reputable housing provider is currently seeking x 2 Repairs Customer Service Advisors to join its busy Repairs Customer Service Centre.

This is an excellent opportunity for experienced customer service professionals looking to develop their career within the social housing and property services sector.

• Working Pattern
• Hybrid following initial training
• Training
• Approximately 4 weeks office-based
• Hours
• Part-time, minimum 22.5 hours per week
• Working Hours
• Monday–Friday, between 8:00am and 6:15pm
• Pay
• £19.98 PAYE / £25.49 Umbrella per hour
• Contract
• Temporary
• Sector
• Social Housing / Property Services
• Required

Previous experience using NEC/Northgate Housing software required.

You will act as a key point of contact for residents, dealing with enquiries relating to housing services and repairs , providing accurate information, resolving queries wherever possible and ensuring residents receive a professional and positive customer experience.

Following successful completion of training, advisors will be able to work on a hybrid basis.

The position is part-time, with a minimum commitment of 22.5 hours per week , with working hours agreed between 8:00am and 6:15pm, Monday to Friday.

Key Responsibilities

• Act as the first point of contact for residents contacting the organisation regarding repairs and housing services.
• Handle customer enquiries via telephone, email, web and other digital channels.
• Provide accurate advice and information, resolving enquiries at the first point of contact wherever possible.
• Take ownership of customer enquiries and ensure timely and appropriate resolution.
• Raise repair requests and accurately capture all relevant information.
• Provide residents with information regarding repairs, appointments and housing services.
• Refer or escalation complex enquiries to the appropriate specialist team.
• Accurately update customer records and information on relevant housing and CRM systems.
• Access housing systems to provide information such as rent statements, payments, repairs and appointments.
• Handle difficult or challenging customer interactions professionally and empathetically.
• Explain policies and procedures clearly and manage customer expectations.
• Carry out telephone surveys and record customer feedback.
• Maintain up-to-date knowledge of relevant housing policies, procedures and services.
• Work towards agreed KPIs, customer satisfaction and first-contact resolution targets.
• Deliver a consistently high standard of customer service.
• Work flexibly to support the service's operating hours.

About You

• Previous customer service, contact centre or call centre experience .
• Excellent verbal and written communication skills.
• Confidence dealing with challenging customers and difficult conversations.
• A calm, professional and empathetic approach.
• Strong listening, questioning and problem-solving skills.
• The ability to quickly understand customer requirements.
• Excellent attention to detail when recording customer information.
• Good IT skills and the ability to learn new systems quickly.
• The ability to follow policies and procedures.
• A flexible approach to working hours and changing priorities.
• The ability to work within a target-driven, performance-focused environment .
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