Overview
As Helpdesk Advisor within the Property Services team, you will play a key role in professional and customer focused teams with responsibility for providing an efficient and effective service to all our tenants and partners.
To deliver excellent customer service both over the phone and in writing (as required) to tenants and partners. You will be the first point of contact for all property services related enquiries. This will primarily focus on the reporting of repairs.
You will triage repairs using our Repairs Clarification Document and Repairs and Maintenance system to categorise repairs, raising them in the system with our network of contractors. Repairs must be triaged and categorised correctly, being allocated to the correct timeframes to comply with our Repairs and Maintenance Policy.
To field incoming calls from contractors, escalating them if necessary when communicating and reporting follow on works from initial repairs, in the event we are not able to make a first-time fix.
This role is varied and will require you to have an eye for detail, the ability to multi-task and flexibility to prioritise your workload depending on the demands of our service. You will be responsible for providing administration support to the Property Services to deliver exceptional front line customer service across FPHA’s business ensuring an excellent customer experience is achieved.
Key responsibilities
Customer service and communication
- Respond to housing and property enquiries through telephone, email, live chat, text messaging and face-to-face contact.
Repairs and maintenance
- Record and process repair requests, planned works, new-build defects and adaptation requests accurately.
- Engage with customers to ensure information held within the repairs and maintenance system remains complete and up to date.
- Liaise with tenants, partners and contractors before, during and after planned works.
- Confirm that works have reached a satisfactory stage and arrange any required follow-up work or action by the next working day.
- Issue and record post-works surveys to support service monitoring and improvement.
- Help deliver an efficient repairs management service that meets specified completion timescales.
- Respond to contractor enquiries concerning work orders, follow-on work and related matters.
- Escalate contractor issues to the Repairs Planner or Helpdesk Manager when required.
Complaints and service improvement
- Record customer complaints and refer them to the relevant department in accordance with FPHA's Complaints Policy and procedures.
- Ensure customers understand the complaints process, expected response times and next steps.
- Consider complaints, survey responses and other customer feedback to support continuous improvement.
Administration and reporting
- Support the Housing and Asset Management Teams in producing Key Performance Indicators and other reports within required timescales.
- Process invoices accurately and forward them to the appropriate person for authorisation in accordance with established procedures.
- Assist colleagues with invoice processing during periods of high demand to maintain an efficient response to the Finance team.
- Update contractor documentation and assist in maintaining the contract register.
- Maintain accurate records of customer contact, works requests, actions, outcomes and follow-up requirements.
Compliance and professional development
- Comply with FPHA's legal, contractual and regulatory responsibilities at all times.
- Complete all mandatory training associated with the role.
- Participate in relevant training and professional development activities.
- Undertake other delegated duties that are appropriate to the role and within the postholder's capabilities.
- Provide tenants and partners with accurate, clear and accessible information about services.
- Manage customer expectations by explaining relevant timescales, responsibilities and next steps.
- Deliver consistently excellent customer service while complying with FPHA policies and procedures.
- Monitor generic email inboxes and voicemail systems, responding directly or forwarding information to the appropriate member of staff.
Who you are
- Champion for putting tenants at the heart
- Excellent relationship building skills
- Effective communicator
- Resilient, ‘can-do’ attitude
Experience
- Experience working in a fast paced customer service role (e)
- Excellent customer service skills (e)
- Previous experience working in a housing association in a similar role (d)
- An understanding of the Supported Housing sector (d)
- Experience of working in Intensive Housing Management models (d)
- Experience of the Plentific Repairs and Maintenance software (d)
This is more than just a helpdesk role — it’s an opportunity to grow your professional skills in a vibrant environment that values proactive problem-solving, clear communication, and multilingual expertise. Join us in making every customer interaction count!
Pay: £25,420.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Gym membership
- Health & wellbeing programme
- Private medical insurance
Work Location: In person
