Job Description
Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!
We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.
Introduction
Act as the first point of contact for residents contacting Lewisham via different channels (Telephone and email) to report repair issues to their homes. To provide an effective, flexible and comprehensive administrative support service for the Responsive Repairs Service.
What’s the role?
To act as first point of contact for residents to receive and resolve calls from internal and external customers including Raising repairs orders; variation requests, no access reports, requests for additional jobs and provide detailed advice to customer queries.
To undertake administrative tasks for the Repairs department: supporting the responsive repairs, work scheduling and contact centre functions.
Monitor, chase-up and co-ordinate repair work orders until completed. Prepare progress notes, orders and relevant statistics.
Undertake data entry tasks as required and any other duties commensurate to the role as directed by the repairs management team.
Upkeep of system data for all responsive repair orders. Capture and resolve errors and manage exceptions as highlighted.
Contribute to Lewisham’s defined KPI performance targets and customer satisfaction targets for the service area, ensuring our company customer care policies are adhered to.
Maintain excellent customer service in all areas of work and ensure continued personal development.
Comply with all Lewisham policies, including contractual standing orders, financial regulations and all HR policies and procedures including Health & Safety and Equality & Diversity.
What’s in it for you?
Excellent training and development opportunities, plus a range of benefits including:
- Generous holiday allowance
- Local Government Pension scheme
- Flexible working and family friendly policies
- Season ticket and bicycle loans
- A range of staff discounts including local subsidised gym memberships
- Supportive staff networks
What We’re Looking For
You will have a passion to help residents, utilising your professionalism and can-do attitude to support residents with their repair requests. We're looking for the selected person to be empathetic with the residents, hardworking and dedicated to ensure the residents repairs are logged correctly and they are supported. The chosen candidate will need to be able to process lot's of information quickly and efficiently within our systems.
Location
The job is primarily based in Laurence House, but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.
The recruitment process is anonymous and we don’t accept CV’s.
Applicant handbook - please read the guidance in this handbook when applying. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.
For an informal discussion about this job, please contact
[email protected]Please click here to view the Job Description and Person Specification
Salary
£32,442 - £33,384 per annum (SC4)
N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.
Diversity
Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at www.gov.uk/access-to-work/apply
The Council has a dedicated employment support service, Lewisham Works , which offers Lewisham residents guidance in relation to applying for jobs. If you want to join Lewisham Works, please email
[email protected] and an advisor will be in touch with you.
The Council reserves the right to close adverts early if there is a large response.
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