Job Introduction
37 hours per week
We are looking for a Senior Customer Repairs Officer to join our Customer Repairs Team, supporting all our building maintenance teams. Candidates must be enthusiastic, good communicators, organised, methodical and able to prioritise multiple demands.
What can we offer?
We will support you by providing opportunities to train and develop your existing knowledge and skills, as appropriate. We can coach and develop you providing support for those aspiring to become a manager.
What is the Role?
You will be based at one of our area housing offices working as part of a repairs support team supporting the Assistant Customer Repair Managers. You will be part of the Customer Repairs management team; previous management experience is not essential, and you will be supported to develop your skills and gain management experience using the ‘Systems Thinking’ methodology.
You will be part of a team responsible for supporting the building maintenance service. The team assists us in meeting our purposes which are, to maintain and improve our properties, ensure the right repair is carried out at the right time and provide suitable homes when needed. You will support and deputise for the Assistant Customer Repairs Manager responsible for managing and leading a team of customer repairs officer within the call centre. This will include supervising the repairs support team as appropriate to ensure the repairs support team have capacity by allocating phone and admin tasks to effectively manage all demands received accurately and efficiently.
For full information about what the role involves please see the full job profile attached at the bottom of this page!
Who is the person?
Your application needs to demonstrate that you:
- Have experience of working in a call centre or challenging front line service
- Have knowledge of being part of a repairs service, receiving demand and raising repairs together with the ability to advise others.
- Have the ability to communicate effectively, develop relationships with residents and building occupiers, asking the right questions to get the information required, as well as someone who shows empathy for people who may be in difficult situations.
- Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.
- Be comfortable in dealing with all staff to motivate, mentor, ensure understand and comply with all building maintenance policies and processes and direct them to assist in providing an efficient and effective service.
- Ability to remain calm & professional when dealing with difficult customers.
- Can work independently, be organised, methodical and able to prioritise and manage multiple complex demands.
- Can be assertive and challenging while dealing professionally with team members and service users.
- Be able to work as part of a team to ensure a smooth delivery of the service and be flexible in being able to adapt to the demands of the team.
- Have experience of undertaking a range of administrative tasks effectively to support others.
- Have experience and be competent using a variety of IT databases and systems to update them in timely manner with accurate information.
- Have a positive attitude towards work, be resilient, embrace change and actively work with your colleagues to improve the service offered to customers.
For an informal discussion about this post you can contact Teresa Sully on 07951 497 607.
When completing the application form, please thoroughly tailor your application to the 'Who is the Person' points with the use of examples from your experience. This is really important or you are likely not to be shortlisted. The full job profile is attached at the bottom of this page.
About Portsmouth City Council
What we can offer you:
Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act.
Read more about working at Portsmouth City Council and our benefits on our careers portal homepage: Careers Portal - Find jobs with Portsmouth City Council
Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk. or call the recruitment team on 023 92 616800
