Name: Nathan
Job Title: Connect Advisor (Repairs department)
How long have you worked at Jigsaw Homes? Almost four years
Describe your ‘typical’ day at work
Day to day I deal with tenants over the telephone, as I am the first point of contact for people ringing to arranging repairs to be carried out at their property. I book in appointments for our engineer to attend. I also deal with anything from lost keys, boiler failures, roof leaks, structural damage, plumbing or electrical faults, so my job covers a wide range of aspects.
Which aspects of the job really get you motivated?
Resolving a query as effectively and efficiently as possible. As I have some experience behind me I always reassure the tenant I will get the right action taken, and it motivates me when they trust me to do so.
What are the greatest challenges?
Over the past year with the pandemic I would say one of the greatest challenges would be dealing with any tenant who is frustrated when we have to push some repairs back, with us currently working on emergency and urgent repairs only. Some tenants see their repair as urgent, but following our guidelines this may not be the case and some people don’t understand that as well as others. So finding different ways to communicate, and reassuring tenants can be challenging but I’m finding this a lot easier as time goes on.
What has/have been the highlight(s) of your role to date?
My manager asked me to roll out training to my team, for a new system we use to set up direct debits. He has always been great at getting the best out of me and also trusted me do this. The training was a success, and honestly I didn’t think I was capable of doing so beforehand.