Connect with what you’ll do
- Be the main contact for our repairs service, supporting the team and keeping our customers updated at every step of their repair journey.
- Monitor, review, and update repair cases, using online systems and tools to action tasks, track progress, maintain accurate and identify inconsistencies.
- Work closely with surveyors to oversee complex, escalated and high-risk repair cases from start to finish.
- Work with other teams and customers to support the complaints process.
- Work collaboratively with colleagues, our repairs partner, contractors, and suppliers to resolve repairs effectively.
- Arrange appointments & access into customers’ homes.
- Manage the short-term decant process.
- Keep customers informed about complex repair cases and agree long-term programmes of work, in consultation with customers & contractors.
- Report on and analyse performance data, highlighting trends and ideas for improvement.
- Take ownership to proactively manage the repairs purchase order process.
- Action Subject Access Requests and personal injury claims.
Connect with how you’ll do it
- Delivering brilliant customer service
- A high volume of work, whilst remaining calm under pressure.
- Property maintenance and an understanding of repairs obligations.
- Going the extra mile and taking ownership of issues.
- Working with digital systems, including Microsoft CRM.
When we’re hiring
- Role modelling our values: We know our stuff / We make it happen / We care
- Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
- Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
- Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
- Demonstrating great interpersonal skills to build confident, collaborative working relationships with a range of stakeholders including our partner, building contractors, suppliers and customers.
- Working in an organised, methodical way with excellent accuracy and attention to detail
- Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and different tenures.
- Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
- Taking ownership and being tenacious to make things happen.
- Demonstrating a good understanding of GDPR and data requests.
Don’t just find a job. Feel it.
Contact Details:
Richmond Housing Partnership (RHP) Recruitment Team
