Operating a full service Contact Centre from our Dartford office, Rydon provides a unique fast response property maintenance helpdesk for a growing number of residents and service users in the homes and health facilities we maintain.

The Contact Centre has attained an elevated status as an integral function of the Rydon Maintenance business. It is a standalone ‘centre of excellence’ using the latest technology ensuring each service request reaches the right person quickly and is dealt with in an efficient and courteous way.

We ensure that standards are kept rigorously high by employing a series of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) on each contract to continuously and accurately gauge our performance. Testament to the quality of our service, we have consistently met our client approved quality targets over the past two years. 

Rydon is able to provide a 24/7/365 service, with an out of hours emergency call service ensuring responses are dealt with beyond normal working hours. We are also able to cater for high call volumes during holiday periods or during poor weather conditions.

The Contact Centre also has detailed business continuity and disaster recovery plans to cope with any disruption from extreme events, for example severe weather, which enable our staff to work remotely and deliver a continued service.

The centre is staffed by a team of fully-trained Rydon Customer Service Operators (CSOs) and Schedulers, cross trained on a range of different contracts, able to quickly diagnose required responses from initial enquiry and brief our reactive maintenance team directly. Customer satisfaction surveys and our bespoke stock condition database are another element of our service offering.

Our recently refurbished call centre has created an improved environment, designed to be a better place to work, where our staff are a proud and happy workforce providing the best service to our clients. Investment has also recently been put into our phone system to ensure we are using the latest and most reliable technology to deliver a fast and timely response, futureproofed to deploy webchat and other technology interfaces.

A key area of focus is the training that our CSOs receive. It is a continuous process that delivers our high quality service and excellent levels of staff retention. Particular features of our Contact Centre learning and development programme include:

  • A defined induction plan providing technology systems training from expert systems trainers
  • Grading structures to enable cross training on a variety of projects and to enable CSOs to move up the career ladder
  • The opportunity to obtain NVQ level, customer service and leadership qualifications
  • ‘On call visits’ for CSOs with our repair and maintenance operatives, enabling them to better understand the nature of the calls they take and build relationships with operational teams and residents

We are very conscious of the positive impact that good communication has on our service and endeavour to maintain our rigorously high standards, set and upheld through the KPIs and SLAs on each of our contracts within the Contact Centre.