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Handyperson Service Planner

  • Job reference: 15455
  • Location: East London
  • Job type: Temporary
  • Area of Expertise: Administration Services
Job description: Handyperson Service Planner - East London
The main purpose of this role is to receive, diagnose and schedule handypersons service which fall within the scope of the service.
Establishing customer needs from all enquiries received at the office, both at reception and by telephone, and dealing with as many issues as possible in order to provide a "one stop shop" service
Operating a "back office" service to enable most enquiries to be followed through and completed by the same person from diagnosis of a potential handyperson service repair to scheduling the work with the customer and planning the daily work schedule for the handypersons.
Making appointments and ensuring customers are kept well informed in as short a timescale as possible, including updating them on possible changes to a scheduled handyperson repair.

Main duties
You will be expected to provide advice and have a working knowledge of the following areas:
General repairs issues
Co-ordination of non-complex handyperson service repairs
Invoice processing including updating the repairs ordering system
Dealing with initial expressions of dissatisfaction
Providing information to support complaint and members enquiries investigations
Handling general correspondence
As a source of information for other queries as required
To provide a high quality service to personal and telephone callers, dealing effectively and courteously with all customer enquiries within target times
Good IT and numeracy skills essential
Demonstrating great team work and a flexible approach to deliver an excellent service to our customers
To participate as part of a the customer services team to ensure full cover at all times the office is open and to participate in a rota system as necessary
Responsibility for detailed diagnosis of handyperson repairs within the scope of the service, formally raising requests and scheduling appointments for eligible works and customers.
Logging the repair onto the management and purchase ordering systems as appropriate.
Monitoring income e-mail for handyperson repairs requests including contacting customers to resolve their queries within agreed standards.
Checking on the progress of repairs to ensure a first time fix wherever possible. When not possible, receiving and booking follow on works with handypersons or alternative contractors.
Run standard business reports on status of repairs orders and expenditure from corporate systems.
Liaising with other departments to ensure they are informed of issues and action taken, as appropriate.
To attend meetings, conferences, seminars and training courses as required.
To undertake any other duties commensurate with the post, as directed.
To occasionally work outside of office hours as required.
Experience in an inbound call centre, providing customer focussed solutions to enquiries
Experience in dealing with a high volume of telephone calls on a daily basis
Skilled in dealing positively and sensitively with vulnerable residents
Exceptional verbal and written communication skills which are clear, concise and sensitive and comprehensive
Remains calm and in control when under pressure
IT Literate with accurate IT skills in Microsoft Office, including Word
If you're interested in this position and would like more information, please call Kelly @ Service Care solutions on 01772 208 966 or Email Kelly.hunter@servicecare.org.uk