Join a dynamic team where your communication skills make a real difference to residents' daily lives.

Call Handler (Social Housing Repairs)

Location: Crawley, West Sussex
Pay Rate: £12.80 per hour
Working Hours: 40 hours per week (Monday – Friday)
Contract Type: Full-time, Contract/Temporary to Permanent

About the Role

We are looking for a reliable, customer-focused Call Handler to join a busy team in Crawley, working on behalf of a leading social housing contractor.

As the first point of contact for residents, you will play an important role in ensuring day-to-day property repairs and maintenance services run smoothly. You will handle inbound calls from tenants, log their repair requests, and help guide them through their customer journey.

Key Responsibilities

• Take inbound calls from tenants, housing officers, and subcontractors regarding reactive repairs and maintenance issues
• Clearly and accurately identify the nature of the repair request by asking targeted questions to log the job correctly
• Enter comprehensive job details and resident notes onto the internal housing database system
• Direct emergency repair updates and safety concerns to the scheduling and field management teams instantly
• Handle tenant queries, complaints, and follow-up calls regarding ongoing works, providing clear updates on appointment slots
• Manage email correspondence coming into the main customer care inbox and update records accordingly

What We Are Looking For

• Experience: Previous experience in a call handling, customer service, or contact centre environment is essential. Experience within social housing, local authorities, or the construction sector is highly desirable
• Communication: Excellent telephone manner with the ability to communicate clearly, patiently, and empathetically with residents from all backgrounds
• IT Skills: Strong computer literacy with the ability to input data quickly and accurately while managing phone queues. Experience with housing management systems (such as Northgate or CRM platforms) is a plus
• Organisation: Comfort managing a high volume of calls in a fast-paced environment while maintaining clear documentation

Benefits

• Consistent weekly pay at £12.80 per hour
• Stable, full-time 40-hour work week with regular daytime hours
• Excellent training and support provided on internal software platforms
• Great opportunity to transition into a permanent role with an established national contractor

Apply today to start making a positive impact in social housing while building your career with a respected contractor.

Job Types: Full-time, Temp to perm

Pay: £12.80 per hour

Work Location: In person