Customer Contact Officer

Disability Confident Employer here

Application process here

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.

Responsibilities

Specific duties and responsibilities include:

• Repair Reporting

  • To record repair requests from customers and staff members accurately with as much information as possible. To identify repairs from descriptions given. Identify works required, prioritise repair requests and identify stock items to ensure fast reaction times with correct target dates and schedule of rates codes added.

• Emergency Repairs

  • Establish, authorise, and issue emergency works orders at the point of contact, establishing a suitable contractor, verifying availability and suitability. Ensuring that works are followed through to a successful conclusion.

• Rechargeable Repairs

  • To identify in what circumstances a repair may be rechargeable to a tenant, and to process accordingly including advising the tenant, securing advance payment appropriate, and ensuring tenant is invoiced.

• Diagnosis and Inspections

  • The job holder will need to make constant judgements as to whether or not a repair can be diagnosed on the information available from the tenant or if an inspection is required. If the latter the job holder will arrange for an inspection to take place.

• Checking Progress

  • The job holder will use reports from the system to check whether or not a repair is overdue. Where overdue they should be brought to the attention of an appropriate officer or auctioned accordingly.

• Liaison with surveyors and contractors

  • In cases where tenants call to chase up progress on a works order, the job holder will assist the tenant in tracking progress and if necessary will contact the surveyor or contractor to obtain further information on progress.

• Managing appointments system

  • Work and contractors will be planned to ensure that repairs and inspections can be carried out in line with an appointments system that meets the needs and expectations of tenants. The post holder will provide sufficient information about access details to the works planners.

• Manage information handling

  • Ensure the team collects the necessary information from customers, tenants, management, surveyors, and contractors, this information will be recorded correctly on the system for accurate client profiling on the QL database and forwarded to the appropriate parties and acted upon.

• Advising tenants

  • In some cases minor works can be carried out by the tenant, the job holder may to be able to advise the tenant on how to deal with the problem over the phone, thus reducing the need for a works order and helping the tenant to resolve the issue quicker. Jobs will also be raised to assist tenants who request the handy person service to carry out small jobs.

• Invoice payment

  • Input invoices on a daily basis within the corporate financial management system to ensure contractors and suppliers are paid within the agreed corporate time frame. To code invoices to the correct financial budget to ensure payments are offset by the correct cost code and department.

• Works scheduling and co-ordination

  • To use the information provided in responsive repair requests and details supplied by tenancy management on voids to schedule and plan the attendance on site of surveyors, contractors, and DLO alongside any special order materials making sure the work is carried out in line with service targets and the appointment requirements of the tenants whilst also ensuring that resources are used efficiently.

• Predict resource requirements

  • The job holder will be aware of the standard stock items on every van. Where a job involves a non-standard item, they will ensure that provision is made for the item to be made available by an appropriate supplier at the time when it is needed to meet the appointment.

• Works orders

  • When a job has been inspected and the scale and nature of work has been identified, the post holder will act upon the surveyor's report to place an order for the necessary works and to plan the delivery in line with the customer's stated requirements.

• Job costing

  • The job holder will ensure that all jobs ordered have the expected cost identified, either using the scheduled rates or calculations based on components costs and day work rates based on information provided by a surveyor. They will ensure actual costs are received and where the two differ satisfactory reasoning is given before payment is authorised.

• Manage information handling

  • Ensure the team collects the necessary information from customers, tenants, management, surveyors, and contractors and this information is recorded correctly on the system, forwarded to the appropriate parties, and acted upon. The post holder will ensure data relating to performance and customer satisfaction is being returned with performance records being updated.

Qualifications

Specific qualifications, knowledge, and skills required for this role:

• Educated to A level or ability to demonstrate equivalent skills and experience
• Thorough understanding of the elements that make up a home and the need for repair