Customer Repairs Officer - Portsmouth in Southsea

This is a brilliant opportunity to join our Customer Repairs Team, supporting all our building maintenance teams. Candidates must be enthusiastic, good communicators, organised, methodical and able to prioritise multiple demands! We will support you by providing opportunities to train and develop your existing knowledge and skills, as appropriate.

Your new role:

You will be based at one of the Area Housing Offices working as part of the Customer Repairs team reporting directly to the Senior Customer Repairs Officer and Assistant Customer Repairs Manager. The Customer Repairs Officer role will be supporting the Building Repairs teams providing a repairs service. You will work flexibly in a call centre and be part of a rota which is regularly reviewed and adjusted appropriately to meet the demands of the service undertaking your contracted hours. You will act as the main point of contact for residents, leaseholders, PCC employees and site managers who are requesting repairs.

Who is the person?

• Ideally have experience in a telephone or call centre role, managing large amounts of inbound and outbound calls in a timely manner.
• Have customer service experience, strong phone and verbal communication skills along with active listening skills.
• Able to develop relationships with residents and building occupiers, asking the right questions to get the information required, as well as someone who shows empathy for people who may be in difficult situations.
• Ability to remain calm & professional when dealing with difficult customers.
• Can work independently, is well organised, methodical and able to prioritise and manage multiple demands.
• Can be assertive and challenging while dealing professionally with service users.
• Be able to work as part of a team to ensure a smooth delivery of the service and be flexible in being able to adapt to the demands of the team.
• Have experience of undertaking a range of administrative tasks effectively to support others.
• Have experience and be competent using a variety of IT databases and systems to update them in a timely manner with accurate information.
• Have a positive attitude towards work, be resilient, embrace change and actively work with your colleagues to improve the service offered to customers.
• Ideally have some knowledge of building repairs, although training will be available.

About Portsmouth City Council:

Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act. We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed. These values set out how we can contribute to the success of the council and our own success as individuals.

Local Government Reorganisation (LGR):

As part of Local Government Reorganisation, current plans will see Portsmouth City Council combine with the district and borough councils of Fareham, Gosport and Havant and parts of East Hampshire and Winchester district councils to form a new, larger unitary authority for south east Hampshire. We are working towards an implementation date of 1st April 2028, known as vesting day, subject to Parliamentary approval. Until then, we remain focused on maintaining continuity, supporting our workforce, and continuing to deliver excellent services to our residents throughout the transition to the new unitary authority. This is an exciting time to join us, offering the opportunity to contribute to organisational transformation, develop your career, and help shape future services for our communities.

Additional Information:

For an informal discussion about this post, you can contact Teresa Sully. Our recruitment process: Full information about our recruitment process can be found on our support for applicants' page. You must demonstrate why you are suitable against each of the points described in the 'Who is the Person' points on the Job Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work/personal experience, which clearly illustrates what you did and the effect it had. If you apply without a detailed personal statement, it is unlikely that you will be successful.

We are a disability confident employer and Armed Forces Covenant gold standard. More information can be found at Equality, diversity and inclusion - Careers portal. You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it. Read more about working at Portsmouth City Council and our benefits on our careers portal homepage.