Housing Repairs Co-ordinator

5 months ago

London, United Kingdom Cleantech People Full time

**What's involved with this role:
**Job Ref: Islington RQ1192150**

**Enhanced DBS disclosure required**

To diagnose repairs accurately, raise orders on IT systems to contractors and book appointments.

Key Responsibilities:
Work closely with repairs supervisors, as a part of the Housing Services team to plan and co-ordinate the working day of Operatives to ensure all works are appointed to the satisfaction of the customer, while maximising efficiency and completing each task within the specified time allocations.
- Ensure all trade resources are utilised to their full potential, while maintaining customer focus and seeking to enhance the customer experience. Actively manage the workload of multiple operatives, monitoring timings and ensure job completion by the end of each working day.Reallocating scheduled jobs to operative contractors readily available to ensure all resources are effectively utilised.Action unscheduled jobs and ensure that all emergency and planned repairs are carried out as per service agreement and within priority target times.
- Raise order on IT systems, plan and dispatch jobs to the best placed operatives or contractor with the right skills to complete the repair first time.
- Work with the Materials team to ensure all material required for each job/task is available and recorded, with all parties notified of any unexpected delays, to include letters to tenants where jobs/task may need to be re-scheduled and updating in-house systems accordingly.
- Ensure follow on appointments with customers are arranged and confirmed with the customer, where jobs require more than one visit to complete.
- Liaise with Service Managers, Area Service Managers and Surveyors with issues relating to instances of poor workmanship, Operative attitude and in cases where technical advice is required.
- Use feedback from clients and operatives to identify any training needs required related to issues of incorrect diagnosis or consistent errors during the job logging process.

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additiona**l **information for clarity.**

Other “Essential Requirements” - Please check to ensure that your CV addresses the following items:
**Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.**

Qualifications:

- ITQ2 or equivalent Information Technology skills.

Knowledge:

- Knowledge of the main issues affecting social housing.
- A knowledge and understanding of current issues relating to social housing and social housing repairs.

**Experience**:

- Experience of working in a contact centre answering high volume of calls to ensure targets are met.
- Minimum of 1 years’ experience of working within a responsive repairs environment and housing management systems.
- Minimum of 1 years’ experience of administering a Repairs Scheduling System
- Experience of dealing with all aspects of building maintenance / repairs in a busy environment
- Experience of processing customers’ repair requests methodically and accurately within the appropriate policies, procedures and guidelines meeting tight deadlines. Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and timely manner, to a high standard of customer care using the appropriate greeting, including name, adapting methods of communication to meet the needs of the customer
- Experience of accurately processing service requests in line with policy and to provide advice and information to customers ensuring that all service requests are processed

Skills & Abilities:
Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.
- Excellent Customer Care skill, experience of working with members of the public, and the ability to handle difficult situations in an open and honest manner.
- Excellent communication skills and the ability to liaise with various internal and external parties.
- Ability of working in a team and contribute to the team’s overall performance.
- Ability to employ excellent problem solving skills in a fast paced, pressurised and demanding work environment.
- Ability to work independently and manage own work load, work under own initiative and prioritize tasks effectively.
- Ability to write reports and draft formal correspondence
- Ability to assimilate

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