Housing Repairs Co-ordinators X 2
4 weeks ago
**What's involved with this role**:
**Job Ref: Islington RQ1224645**
**_Enhanced DBS disclosure is listed as a requirement for this role_**
The team requires two Housing Repairs Co-ordinators to diagnose repairs accurately, raising orders on IT systems to contractors and booking appointments.
You should have a minimum of one years’ experience of working within a responsive repairs environment and housing management systems along with previous experience of dealing with all aspects of building maintenance / repairs in a busy environment.
**Key Responsibilities**:
- To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.
- To deal with customer complaints in accordance with the Complaints procedure and to escalate cases to Team Leaders as appropriate
- Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
- To complete working hours as agreed with the line manager and to provide cover for other members of the team during periods of sickness and annual leave as per the needs of the business
- To 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.
- To ensure all trade resources are utilised to their full potential, while maintaining customer focus and seeking to enhance the customer experience.
- To actively manage the workload of multiple operatives, monitoring timings and ensure job completion by the end of each working day.
- Ensuring the reallocation of scheduled jobs to operative contractors readily available to ensure all resources are effectively utilised.
- To action unscheduled jobs and ensure that all emergency and planned repairs are carried out as per our service agreement and within priority target times.
- To 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.
**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 additional 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
**- TQ2 or equivalent Information Technology skills.
**Skills & Experience**:
- Experience of working in a contact centre answering high volume of calls to ensure targets are met.
- 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 and ensuring that a positive image is projected.
- Minimum of 1 years’ experience of working within a responsive repairs environment and housing management systems.
- Experience of processing customers’ repair requests methodically and accurately within the appropriate policies, procedures and guidelines meeting tight deadlines
- Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.
- 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 to Council’s performance and standards, policy and procedural guidelines including statutory, complying with the Data Protection Act and the Freedom of Information Act.
Am **Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please
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