Repairs Agent

South West London
£13 per hour
07 Oct 2013
04 Nov 2013
J46234
Public Sector
Customer Service
Interim
Full Time
My Client is seeking an experienced Repairs Centre Agent ideally with housing /repairs experience to respond to requests received by residents , this would involve taking inbound calls as well as making outbound.

Technical training will be provided prior to assignment but someone who is technically minded in repairs and or maintenance would be of an advantage.

Ongoing contract 12 months +
Immediate start

Purpose of the Job

Respond to requests made by residents for repairs to be carried out in their homes. Ensure that residents always receive a very friendly and helpful service. Order works, arrange appointments, and liaise closely with residents, technical staff and contractors to make sure each job is carried out efficiently. Ensure the IT system is updated with accurate and detailed information to assist with enquiries.


Main Responsibilities

1.Provide a prompt, accurate, courteous and helpful response to all telephone and written enquiries about repairs.

2.Establish the details of each repair requested and apply the Council's policy to determine who is responsible for the work and the appropriate timescale for completing it.

3.Prepare electronic work orders including accurate descriptions of the work required. Work closely with technical staff to determine when pre-inspections are required.

4.Operate an electronic system for making appointments, and ensure that appointments are always made with residents at the time of the call.

5.Chase up individual repairs with the contractor where necessary and ensure there is a comprehensive record of the repair history.

6.Administer systems for processing orders, including variations, chases, cancellations and extensions of time.

7.Respond to residents' enquiries on the progress of repairs and to refer issues for investigation under the complaints procedure where appropriate.

8.Maintain records and files, both electronic and paper, ensuring easy retrieval and taking a lead on archiving and maintaining a register of records kept in archive.

9.To access, input and retrieve information from the repairs software to ensure the efficient management of data.

10.Take on associated project work as directed by the Call Centre Manager / Team Leader.


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