Call Handler

Call Handler

Location: Crawley

Time: 8am-5pm

Contract: Temp-Perm

Job Description:

As a Call Handler, you will be the first point of contact for residents calling to report housing repairs. Your key responsibilities will include:

Day-to-Day Duties:

• Handle high volumes of inbound and outbound calls related to repairs and maintenance.
• Book appointments and update all relevant details in the internal system.
• Accurately log repair requests and assign them to the appropriate contractor or internal team.
• Diagnose repair needs based on resident descriptions.
• Prioritise emergency and urgent repairs for immediate action.
• Provide empathetic, professional customer service throughout.
• Keep residents updated on repair progress and manage expectations.
• Liaise with contractors, housing officers, and other stakeholders to ensure repairs are completed efficiently.
• Maintain accurate records of all communications.
• Handle complaints and escalate where appropriate.

Essential Requirements:

• Experience working in Social Housing or Repairs & Maintenance environments.
• Good understanding of housing repair issues and relevant trades.
• Experience using scheduling/planning systems.
• Familiarity with managing Work-in-Progress, jeopardy planning, and extension of time processes.
• Strong customer service skills and a proactive, solution-focused mindset.
• Understanding of repair job durations and contractor scheduling.