New Forest District Council directly manages over 5000 Council homes and provides both planned, cyclical and responsive maintenance and repairs service to our tenants’ through a large team of highly skilled trades people.
Monday
8.30 -17.00 (8)(30 min Lunch)
Tuesday
9.15 -17.15 (7.25)(45 Minutes)
Wednesday 9.15 -17.15 (7.5)(30 Minutes)
Thursday
Friday
9.15 -16.45 (7)(30 Minutes)
The Housing Maintenance Service’s dedicated Housing Support Hub is the first point of contact for our Housing residents for a range of Housing related issues. As part of a friendly and professional team you will be responsible for handling a wide range of calls from our residents, whilst supporting the wider Housing teams.
Enquiries are predominantly received by phone but also email and web contact, as well as from other departments within the Council. Team members are expected to have a good all-round knowledge of the service area(s) in order to be able to advise customers accordingly, and ideally resolve as many enquiries as possible without the need to refer on to other departments.
In addition to call handling, functions include processing reactive maintenance requests, answering queries relating to Estate Management and other tenancy issues, taking payments for rent and dealing with rent arrears.
Great ICT skills and the ability to quickly learn new systems is essential together with strong communication skills in order to effectively liaise with residents, colleagues and other departments on a daily basis. You will also possess very good organisational skills with the ability to prioritise different work activities to meet changing deadlines in a busy contact centre environment.
The successful candidate will ideally have:
Although no formal qualification is required the successful candidate must have excellent Customer Service skills and telephone manner along with strong administrative skills. At least 18 months experience of working in a similar Customer focused environment is essential.
The successful candidate will have excellent written and verbal communication skills and be committed to providing an excellent customer service.
Candidates should possess very good ICT skills in a range of software such as Microsoft Word, Outlook and Excel, and a knowledge of specialist software (such as CRM, Orchard, and Unit 4 Business World etc) would be an advantage.
A willingness and ability to adapt to ever changing technology is also important, as the Council continue to work on develop our technology, systems and resource to meet the changing need of our residents.
What we can offer in return is a great place to work and a great team to work with. At NFDC we believe that all our employees make a valuable contribution to the work of the council and that’s why we encourage a trusting and open culture where each employee is supported and respected equally, where ideas are actively sought and self-development promoted. We also recognise the value of a highly motivated and engaged workforce and we actively promote a good work/life balance.
Please note, this post will be subject to a Basic DBS check.
Benefits include:
Closing date: 24 July
Anticipated interview date: 30th July
CV's will not be accepted without a completed application form.
For an informal discussion regarding this post please call Trisha Forsyth (Customer Service and Planning Supervisor) or Laura McIndoe (Business Support and Customer Services Manager) on (023) 8028 5222.