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Customer Services Officer - Repairs (Zero hour)

Employer
Peabody
Location
Pitsea, Basildon
Salary
£12.47p/h
Closing date
1 Nov 2021

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Job Details

This role is currently based from home due to COVID 19 until further notice. Peabody plans to move to a hybrid model of working which means that once our office refurbishment has been completed, the role will be part office (Pitsea) and part home based.

An exciting opportunity has come up for a Customer Service Officer (Repairs) to be the first point of contact for all customers contacting the Customer Hub regarding repairs and property maintenance, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise Right First Time resolution. Use questioning skills to establish priorities and raise jobs on the system.

Experience:

Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.

Experience of a commitment to high standards of customer care and service delivery in an environment where customers may display aggressive behaviour.

Experience of using IT systems as a source of information and to record information about, and transactions with customers to ensure an up to date and efficient service.

Skills & Abilities
1. Willing and able to provide a positive and friendly first response to residents and other callers.

2. Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.

3. Able to work as a member of a team but taking responsibility for own actions.

4. Able to take proactive action to prevent complaints from escalating.

5. Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.

6. High standards of verbal and written communication skills ensuring all communication is clear, concise, comprehensible and free from jargon.

7. Basic numeracy skills.

Working Times – Shifts can fall anytime between – Mon to Sun between 07.50am to 8pm? however the plan would always be to provide sufficient notice (at least a week) confirming a minimum of 17.5 hours a week.



If you experience any technical issues or you have any questions please email recruitment@peabody.org.uk quoting job title and reference number in the subject line.


 

At Peabody, where possible, we provide flexible working opportunities from day one to our employees, as we recognise the importance of a good work-life balance; and to improve our productivity and performance, we embrace agile working, which means if you are in a desk based role, that will be a hybrid of office and home working. If your role is in a client facing environment, appropriate base location will apply.

 

Our mission is to help people make the most of their lives and an important part of this is to ensure that our organisation reflects the wider communities we serve. We want to attract recruit and retain a diverse, inclusive and creative workforce to give us the best opportunity to meet the diverse needs of our residents and customers. We actively encourage applications from all groups and communities, as well as from BAME, LGBTQ+ and disabled people.

Company

About Peabody

About us

Peabody has nearly 160 years of history, experience and expertise. We were founded in 1862 by the remarkable American banker, diplomat and philanthropist, George Peabody. With over 67,000 homes, we’re one of the largest housing providers in London and the South East.

What we do

We deliver services to 133,000 residents, 16,000 care and support customers as well as the wider communities in which we work.

We are here to help make people’s lives better. We do this by developing and delivering reliably good modern services, building and maintaining the best quality developments, working with local communities and building long-term partnerships, and  growing and using our position of influence to create positive change.

We focus on those who need our help the most, working with people and communities to build resilience and promote wellbeing. We create and invest in great places where people want to live.

Working for us

We're a thriving human and kind organisation with people at our heart.

If you join us you'll be part of something special: fulfilling your ambitions and working with people who truly care.

We offer a variety of career and development opportunities, and a range of flexible benefits. You'll also have the chance to work with colleagues who want to help people make the most of their lives. We need talented employees who want to make a difference. If this sounds like you we can’t wait to meet you.

Our performance

We're committed to being transparent in the way we conduct our business and how we deliver value for money. We attained Government regulatory judgements of G1 for Governance.

Find Us
Website:
Telephone
0845 055 0261
Location
45 Westminster Bridge Road
London
.
London
SE1 7JB
United Kingdom
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