What does a Repairs Technician do?
A Repairs Technician project manages a repair and sees it through to completion. Their day-to-day duties include providing customers with regular updates, communicating with contractors to make sure repairs are completed, arranging further works if they’re needed, and chasing up outstanding repairs.
What’s the best part of the role?
My team have found that because this role has a central view of a repair, it helps to create a much smoother process for everyone involved. The repairs technician can keep the customer better updated, and communication with our contractor partners is more accurate and up to date.
How does the Repairs team help customers?
The new systems and structure help us to deal with more the first time a customer contacts us. Our advisors can get to the heart of a repair more quickly and understand the specific needs of an individual and their home (including discussing any existing repair queries).
Thanks to more specialist, technical knowledge, our technicians can then find solutions to complex repair problems.
Having detaied conversations with customers about the repairs in their home can sometimes highlight other areas of support or additional services that are needed. This gives us more opportunities to make sure our customers get the help they need when they contact us.
What does great customer service mean to you?
It’s about treating all customers with respect. It’s about fully understanding their needs, preferences and requirements so that we can find the best solution to the issue. Where possible, we try to provide a first time or an early resolution to a problem – we know that for many of our customers this is the best outcome.
You can find out more about our repairs service and how to raise a repair here.
