Call Handler

Loughton, Essex
United Living
Company Description

United Living Group is comprised of four complementary businesses, all dedicated to realising our vision of creating a connected, sustainable future:

• United Living Property Services revitalises homes and communities through the regeneration of living spaces, breathing new life into neighbourhoods.
• United Living Infrastructure Services delivers resilient infrastructure that is fit for the future, ensuring the stability and functionality of essential systems.
• United Living New Homes provides much-needed build-to-rent and affordable housing solutions, addressing the housing challenges facing our communities.
• GBC connects people through fixed-line and mobile infrastructure, ensuring seamless communication and access to information. GBC plays a crucial role in enabling communities to thrive in today’s digital age.

Our mission is to be the partner and employer of choice for designing, building, maintaining, and connecting communities and critical infrastructure to create a more sustainable and inclusive society.

Job Description

To provide comprehensive scheduling and administrative duties to the Responsive Maintenance contracts working within the Call Centre team to provide an excellent customer service to our residents. To receive calls from residents, diagnose repairs, make appointments and schedule daily workloads for DW operatives. Planning in the most cost effective, productive manner to maximise customer satisfaction, operative productivity and drive KPI performance.

• Receiving responsive maintenance calls from residents.
• Understanding and diagnosing repair requests from residents.
• Making appointments on our works order management system.
• Booking in daily and weekly work schedules for all DW operatives working on the contract.
• Monitor the status of work orders on the system.
• Constantly viewing and scheduling works orders.
• Liaise with contract managers and supervisors to prioritise work-loads to trades and schedule efficiently to drive productivity and Right First Time/First Time Fix
• Update appointment slots for subcontractors and operatives
• Manage jobs that potentially could go overdue and plan orders to be completed within target time
• Any other duties as deemed necessary, if these duties are of a greater level of responsibility or skill of July 2022 those required in the post then full training and appropriate supervision will be provided.

Qualifications

• You have a Good telephone manner
• You have the ability to make people smile
• You have a strong customer ethos
• The ability to establish and maintain good customer/client relationships.
• You have good time management, planning & organisational skills
• You have good attention to detail
• You take responsibility
• You work & behave positively, proactively & constructively
• The ability to work with the minimum of supervision as part of a team.
• You work well within a team and can take instruction
• You have good communication skills
• Take ownership of problems to find a resolution
• Experience of working with computerised systems, particularly Microsoft Excel
• Experience of partnership/alliance/collaborative working
• Experience of handling multiple tasks in a high volume, rapidly changing environment
• Embraces equality and diversity in all we do

Additional Information

Call Centre responsive maintenance experience.

How to Apply:

If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation!

As a business United Living prefer to hire directly and we will be in touch with our PSL Agencies if we require support. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.