Customer Services Agent - Repairs

Join our Repairs Team and make a difference every day

We are looking for three enthusiastic and customer-focused Customer Service Agents to join our Responsive Repairs team.

This is a varied and fast-paced role where no two days are quite the same. You will play an important part in helping us deliver an efficient, reliable repairs service to our residents, supporting repair requests from the first point of contact through to completion and helping to make sure customers are kept informed along the way.

Working as part of a supportive, cross-functional team, you will deal with a wide range of customer and administrative activities, including:

• Processing and coordinating repair requests, ensuring works are accurately diagnosed, prioritised and appointed.
• Providing a high standard of customer service across telephone, email and online channels, including supporting customers who may be dealing with difficult or frustrating situations.
• Taking ownership of enquiries and outstanding actions, following them through and helping to resolve issues rather than simply passing them on.
• Monitoring repairs and work in progress, identifying outstanding actions and proactively following these up to help prevent delays and backlogs.
• Liaising with operatives, contractors, colleagues and other Council services to help achieve timely and satisfactory outcomes for residents.
• Keeping residents informed, providing clear updates, managing expectations and making sure they understand what will happen next.
• Maintaining accurate records and customer information across our business systems.
• Supporting wider administrative activities such as invoicing, customer satisfaction surveys and other repairs-related tasks.

You will be joining a busy service where the work you do has a direct impact on our residents and their homes. We are looking for people who take pride in providing a good service, enjoy solving problems and are comfortable taking responsibility for seeing things through.

What are we looking for?

To thrive in this role, you will need:

• Excellent written and verbal communication skills.
• A positive and professional approach to customer service.
• Strong organisational skills and the ability to manage competing priorities.
• Confidence working in a busy environment and adapting when priorities change.
• Good problem-solving skills and a proactive approach to getting things resolved.
• The ability to work independently while also being a supportive member of the wider team.
• Good IT skills and confidence using different systems.
• Resilience and the ability to remain calm and professional when dealing with challenging situations.

Previous experience within customer service, administration, call handling, housing or repairs would be an advantage but a strong attitude, willingness to learn and commitment to delivering a great service are just as important to us.

If you are looking for a role where you can develop your knowledge, take ownership of your work and be part of a team that is focused on continually improving the service we provide to residents, we would love to hear from you.

Click to view a Job Description

For an informal discussion about the role please contact Shannon Elvin, Responsive Repairs Planning and Programming Supervisor on 07443345165

When Applying - Please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email recruitment@ashford.gov.uk

Hybrid Working - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working.

Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave, free life insurance, supportive relocation package for eligible roles and opportunities for training and development.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide

We welcome applications from the Armed Forces Community