Position: Contents Handler Company Context:

R E Spencer Ltd is a reputable disaster restoration company, providing restoration services for properties, including contents, affected by fire, water and accidental damage. Our focus is aimed at providing excellent levels of customer service and delivery of technical and innovative solutions to existing and new clients and customers. By following guidelines and best practice all times it supports the consistent high standards of both customer service and technical excellence we strive to achieve.

Purpose of role: Responsible for the careful packing, loading, transportation, and unloading of Household Contents and personal belongings. This job requires someone who is reliable, detail-oriented, and able to handle physical work efficiently. The Contents Handler plays a crucial role in ensuring that customers’ belongings are treated with care and respect and will have direct contact with Customers.

Responsibilities:

1. Careful packing, loading, and unloading of household items using appropriate materials to ensure safe transportation.

2. Utilise appropriate equipment (e.g., dollies, straps, wheels) to move heavy items safely and carefully.

3. Transportation of household goods from one location to another.

4. Follow all company safety protocols including correct manual handling techniques, vehicle loading and driving rules and legislation.

5. Ensure that an inventory of items has been completed prior to the removal of any contents to ensure all belongings are accounted for.

6. To identify any existing damage to items that is not peril related, and check if this had been identified and highlighted as part of the external triage process, to protect against complaints/disputes. Ensure all non-peril related damage is photographed, documented, and reported to your Line Manager.

7. To follow correct wrapping and packing processes, ensuring contents are safely secured and ready for transfer to storage or return to customers, minimising the risk of damage occurring during handling/transit.

8. Always follow procedures to ensure that contents deemed to be unrestorable/BER are not disposed of until the correct approval has been given. And that any item being disposed of, is carried out in accordance with the company policy and guidelines, and that items that may fall into the recycling category are set aside and the guidelines for recycling are followed.

9. To ensure all contents being returned to individual customers have been cleaned and restored to the high standards and that any identified defects or poor cleaning is rectified before the contents are returned.

10. To accurately complete all records as required to track and evidence work completed and any outstanding work, including taking clear photographs and saving these to the appropriate folder on the shared drive.

11. Report any discrepancies or damaged items to the Contents Manager immediately.

12. To liaise with the customer/customer representative/other trades that may be onsite to ensure that they know what we are doing on site and direct any queries to the office.

13. Maintain clean and tidy work environments including company vehicles when used, also be involved in the general upkeep and cleaning of the warehouse and other work areas.

14. The correct use of relevant PPE in all circumstances as required on all jobs.

15. To always behave in a professional manner on all sites and to ensure judgemental comments or remarks are not made about any contents of poor quality where not peril related. Confidentiality is very important and details of individual customer claims or information relating to the Customer should not be discussed outside of the business.

16. Communicate effectively with other Contents Team members to coordinate efforts and address any identified challenges as they arise.

17. Ensure that any vehicle you use in the handling of contents is well maintained, clean and organised with all required resources and equipment.

18. Always maintain safe working conditions on all sites of work for you, colleagues and any other customer or contractor, practising good Health and Safety procedures and making others aware of any potential dangers of their or others’ actions.

19. To help in all other areas of our business operation as and when needed and carry out other duties as may reasonably be required within your capability consistent with the terms and conditions of your employment.

20. Continually strive to help develop and maintain existing and new processes to promote the services offered by our business.

21. To undertake training, both formal or on the job training including assessments for the improvement of the job role and self-development.