Customer Contact Officer

Interview date: To be confirmed upon shortlisting

We are excited to be offering an opportunity within our Customer Support team to provide assistance, instruction and information to groups and individuals using Council services and facilities.

As a Customer Contact Officer, you will manage repair requests, diagnose issues, and prioritise different tasks. Your responsibilities will include recording accurate repair requests, authorising emergency works, and identifying rechargeable repairs. You will coordinate with surveyors and contractors, monitor progress, and assist tenants in resolving minor issues. Additionally, you'll schedule appointments, handle invoice payments, and ensure accurate data recording and reporting.

We are looking for a candidate with a strong administrative background and excellent working knowledge of MS Office. Your ability to effectively use your initiative when dealing with challenging situations is essential as this role involves predicting resource needs and maintaining high customer satisfaction through effective communication and problem solving.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer‑facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Cerys White, Senior Customer Support Officer, at [email hidden].

Please ensure to regularly check your spam or junk folder for any communication from us regarding the status of your application.

Application criteria

Please download and read the role description and person specification carefully before you apply.

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

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.

Specific duties and responsibilities include

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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.
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Emergency Repairs

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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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 surveyors report to place an order for the necessary works and to plan the delivery in line with the customers stated requirements.

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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.

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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.

Specific qualifications, knowledge, and skills required for this role

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• Educated to A level or ability to demonstrate equivalent skills and experience
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• Thorough understanding of the elements that make up a home and the need for repair.
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• Diagnostic capability from limited information.
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• Understanding and patient.
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• Excellent communicator.
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• The ability to use initiative when dealing with challenging situations.
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• Awareness of equality and diversity issues.
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• The ability to cope under pressure problem solving and analytical skills.
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• Able to work with a wide range of people including members of staff and outside bodies.
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• Good team member.
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• A good standard of numeracy and literacy GCSE level passes at grade C or above in English and Maths.
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• Analytical skills and an ability to report findings and recommendations clearly and concisely.
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• Minimum of one years experience in social housing repairs or similar working environment.
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• IT skills to ITQ2 or equivalent skill and ability

Desirable

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• Invoicing experience.