I am recruiting for a social housing landlord and England’s leading rural housing specialist. They deliver small housing developments in partnership with local communities although, for historic reasons, and also own some housing in urban areas. They are passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives, then we want to hear from you.
About the role
As a key member of the Property (asset) team, you will be responsible for ensuring the smooth operation of our repairs phone line, delivering excellent customer service and resolving enquiries in real time. This role involves managing a team of Customer Repairs Advisors and Administrators, providing leadership and guidance through regular one-to-one meetings, performance appraisals, and setting clear objectives. You'll play a critical part in developing the team's skills, conducting call quality reviews, and ensuring the team consistently meets key performance indicators (KPIs).
Your duties will also include managing escalated and complex repair issues, monitoring contractor performance, and proactively following up with customers to ensure repairs are completed on time. In addition, you’ll work closely with other departments, such as the Maintenance and Development teams, to resolve issues and monitor defect warranties in new properties.
The role requires you to maintain up-to-date systems and provide administrative support to our East and West regions. You'll monitor and report on call volumes, ensuring adequate phone line coverage at all times. Deputising for the Property Administration & Compliance Manager when necessary, you'll ensure operational efficiency and address any areas of concern, especially with contractor performance.
About you
This role is pivotal in ensuring that our repairs service is seamless for our customers, so we're seeking someone who is proactive, organised, and comfortable taking ownership of complex issues.
With experience managing a team, particularly in a customer-facing environment, you have a proven track record of delivering excellent customer service.
You are proficient in Microsoft Office applications and can clearly communicate both orally and in writing. Your ability to gather, interpret, and report information effectively across various audiences is key to success in this role.
Personally, you have a keen eye for detail and can lead a team with confidence and compassion. You’ll be results-driven, and able to handle performance issues with assertiveness when needed. You thrive under pressure, confidently manage complex issues, and have strong organisational skills for managing your own workload and that of others.
Housing experience desirable.
Your positive attitude towards customer service and teamwork, coupled with a willingness to adopt new ideas, makes you an ideal fit.
Occasional travel to other sites and contractor offices may be required, and while not essential, a valid UK driving licence and access to your own vehicle would be an advantage.
How to Apply
Think this sounds great? Drop me an email or call!
molly.allen@oysterpartnership.com
07458142996
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