Job Details
A knowledge and understanding of current issues relating to social housing and social housing
repairs.
1. To diagnose repairs accurately, raise orders on IT systems to contractors and book
appointments.
2. Experience of working in a contact centre answering high volume of calls to ensure targets
are met.
3. Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and
timely manner, to a high standard of customer care using the appropriate greeting, including
name, adapting methods of communication to meet the needs of the customer and ensuring
that a positive image of Islington Council is projected.
4. Excellent communication skills to liaise with other departments, agencies, contractors as
appropriate.
5. Experience of accurately processing service requests in line with policy and to provide advice
and information to customers ensuring that all service requests are processed to Islington
Council’s performance and standards, policy and procedural guidelines including statutory,
complying with the Data Protection Act and the Freedom of Information Act.
6. To work pro-actively with team members to improve customer service delivery and to conduct
outbound calls as required.
Umbrella rate – £22.76
