Customer Services Officer, Repairs (Epsom)

About the role

Role Summary

• To schedule jobs for Operatives to ensure that a suitably qualified Operative is scheduled to every repair or inspection.
• To undertake such follow up work as required on behalf of the Operative by procedure or instruction to ensure a satisfactory conclusion to the appointment.
• Be dedicated to ensuring that the organisations customers receive an excellent standard of service.

Salary:

£34,009 per annum

Hours of Work:

40 per week

Contract:

Fixed Term Contract until to 31 March 2027

Probation Period:

6 months

Notice Period:

One month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

I have been working for the repairs team since 2002, initially as Rosebery Housing and now part of Town and Country Housing. Our properties cover Epsom and parts of Guildford and Crawley. The Repairs Team have always prided themselves on providing a quality repairs service to our residents which is reflected in our customer satisfaction levels. I have recently taken on the role of senior customer services officer and look forward to welcoming a new team member to join us.

Barbara Crookes, Senior Customer Services Officer

What will you be doing?

Role Specific Responsibilities

• To schedule Operative appointments.
• Use available technology and diagnostic tools to correctly identify correct Schedule of Rates codes.
• Apply clear concise descriptions of the work required to issued instructions.
• To register work orders within the time bands appropriate to the type and urgency of the work required.
• To operate the text messaging system for appointment reminders and customer satisfaction surveys.
• To make outbound calls to residents to discuss and resolve repairs issues and to escalate these to the relevant Supervisor/Surveyor as required.
• To receive and resolve all calls from Operatives and Contractors including variation requests, no access reports, follow on appointments.
• To report back to the Chargehand any issues where specialist materials are required.
• To undertake ad-hoc administration tasks as and when required.
• Undertake data entry tasks as required.
• To manage and review respective inboxes for job registrations via email and resident portal.
• To interrogate daily excel spreadsheet of ‘Healthy Homes’ and register work orders accordingly.
• To work diligently towards achieving service KPI’s including First Time Fix and Appointments Made and Kept.
• Maintain accurate and clearly described notes on the CRM system.
• To provide a detailed service to customer queries, complaints, complex queries and requests as required.
• To carry out the duties of the post with an understanding of and commitment to customer care.
• To keep the customer informed at all times in the event of rearranged appointments.
• To liaise closely with the Senior Customer Services Officer and produce reports as and when required.

General

• To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
• Recognise, respect and promote the different roles and diversity of the individuals within the business.
• To actively contribute towards key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.
• Attend and participate in training and other meetings and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the business.

About You

Education & Qualifications

• GCSE standard or equivalent education.
• Competent user of Microsoft Office packages (Outlook, Word, and Excel).

Key Skills & Competencies

• Experience of document management and diary co-ordination.
• Knowledge of the housing sector would be an advantage.
• Experience of delivering advice and complex information often in challenging situations.
• Ability to manage expectations and act as a gatekeeper.
• Knowledge of risk management/assessment frameworks.

Behaviours

• Excellent verbal and written communication skills.
• Strong interpersonal, influencing and negotiation skills.
• Good numerical and analytical skills.
• Proven ability to organise and prioritise work, meet deadlines, work under pressure and handle a number of tasks simultaneously and accurately.
• Proactive approach to solving problems.
• Able to work as an effective team member with minimum supervision.
• Ability to multitask and anticipate assignments while maintaining meticulous attention to detail.
• Demonstrates resilience in pressured and stressful situations.
• Ability to deal with sensitive information, maintaining discretion and confidentiality.
• Ability to create an environment of trust, fairness and openness.
• Able to work with a high degree of autonomy and flexibility.
• Committed to continuing personal and professional development.

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Thursday, 30 April 2026

Interview Date:

Friday, 8 May 2026