Call Handler

Mountjoy specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England. We have an exciting opportunity for an enthusiastic Call Handler to join our dynamic team. This position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace. This vacancy is to cover maternity leave and will be a fixed term contract. You will be working in a call centre environment, making and receiving calls from Portsmouth City Council (PCC) Area Offices, our Direct Operatives and Subcontractors. Your prime responsibilities will be to receive repair appointments over the telephone, schedule and book appointments to available appointment slots, record accurate, timely and valuable repair appointment information into our job management systems and PCC’s Repairs and Property database. You will also communicate with our Direct Operatives and Subcontractors, sending them to jobs and taking accurate and valuable job completion information when repairs have been completed. KEY RESPONSIBILITIES • To ensure you understand your role in the end to end process of delivering the perfect repair for the customer, and the responsibilities of others. • To record accurate, timely and valuable information directly into Job Management Systems, Client Repairs and Property Database, or any other system(s) used to deliver the service including; the time of the repair, location, customer, trade required, description of the works actually required or completed, materials ordered, van stock used and any other relevant information that can help us to deliver great customer service, learn and improve. • To send operatives who become available to jobs in the most efficient and effective way ensuring they are productive eliminating or reducing travel and idle time. • When issues or queries are identified ensure, you escalate to your line manager/supervisor to ensure it gets acted on and resolved through to a conclusion. • Assist the team, Supervisors and Managers in recording data and key management information that helps and improves the service we provide to our customers. SKILLS REQUIRED • A professional and courteous telephone manner at all times irrespective of the situation and escalate to your supervisor for support if required. • Able to deal with lots of activity, remain focused on the call/appointment you are dealing with, and the information that needs to be recorded or transferred by completing the task you are on before moving on to the next. • Have good computer and typing skills in MS Office and be comfortable and a quick learner in using job management systems. • Be able to take direction from your line manager /supervisor and provide updates and feedback regarding instructions given. • Be a team player, flexible in your working hours to support the delivery of the service, reliable and dependable. KNOWLEDGE REQUIRED • Basic knowledge of building maintenance trades. (Desirable) • Good understanding of the Geographical Portsmouth City. (Desirable) QUALIFICATION REQUIRED • GCSE or Equivalent Qualification in Maths and English. EXPERIENCE • Experience of working in a Repairs and Maintenance call centre or any other call centre environment. (Desirable)