Call Handler

Job Title – Social Housing Call Handler (Housing Association)

Location – Walton-on-Thames, Surrey

Contract Type – Full-time, temp to permanent

Hours – Monday to Friday, 08:00 – 17:00 

Pay – £16.22 per hour

About the Role

As a Call Handler, you will act as the first point of contact for tenants and residents contacting the housing association. You will log and manage repair requests, general housing enquiries, and liaise with contractors and internal teams to ensure timely resolution. You will provide excellent customer service, maintain accurate records, and support the broader housing operations team in meeting service standards.

Key Responsibilities

Receive incoming calls, emails, and web enquiries from tenants and stakeholders

Log repair requests, allocate jobs to contractors, and follow up on progress

Provide regular updates to residents on status of requests

Escalate complex or urgent matters to senior staff

Resolve general housing enquiries about tenancy, rent, policies, and health & safety

Work with housing management, maintenance, and contractor teams

Maintain records and data in housing/repairs management systems

Ensure compliance with service standards, KPI targets, and version control

Identify recurring issues or trends and flag them to management

Participate in continuous improvements and process reviews

Desirable / Preferred

Previous experience in social housing, housing repairs or facilities management

Knowledge of housing law, tenancy agreements, and landlord obligations

Experience with housing or maintenance management systems

Understanding of health & safety regulations, compliance, and risk

How to Apply

Please submit an up to date CV to this job, interviews due to take place in the coming week. 

We are an equal opportunities employer and welcome applications from all sections of the community