Defects Coordinator

5 months ago

London, United Kingdom Service Care Full time

**Job Title**: Defects Coordinator
**Work Location**: - London E14
**Contract Type**: Temporary (12 weeks with possible extension)
**Weekly Hours**: 36 Hours per week - Monday to Friday (2/3 Days WFH)

Are you a meticulous and organised individual with a passion for ensuring customer satisfaction? We are seeking a Defects Coordinator to join our team. In this crucial role, you will be responsible for managing and coordinating incoming inquiries related to residents' properties, ensuring that defects reported during the Defects Liability Period (DLP) are promptly and effectively addressed. Your dedication to providing exceptional customer service will be key to residents' satisfaction.

**Key responsibilities**
- Dealing and coordinating incoming inquiries regarding residents' properties.
- Coordinating defects reported during the DLP to ensure that the correct contractors are appointed.
- Ensuring that the customer's journey in relation to home tours & handovers is responsive, professional, and provides satisfaction.
- Respond to reported issues and inquiries systematically, recording them and arranging inspections when required during the Defects Liability Period (DLP).
- Provide clear and correct instructions to the relevant sub-contractors to attend to reported issues, and relay relevant information to the customer.
- Confidently triage repair requests to appoint the correct contractors and arrange follow-up works promptly, ensuring residents are regularly updated.
- Ensure that appointed sub-contractors attend within agreed time-scales and follow necessary steps for cost recovery.
- Follow up on outstanding works and ensure customer satisfaction upon completion.
- Maintain accurate records of reported works, discussions, correspondence, and work completion status.
- Ensure all paperwork is filled out correctly to maintain an accurate property history for future reference.
- Organise and, at times, attend site inspections to better understand reported repairs and build strong customer relationships.
- Ensure all relevant paperwork and certifications are in place for site handovers and completions.
- Contribute to the smooth running of the office by undertaking general duties such as answering phones, filing, and other tasks as needed.

**Essential Criteria**
- Experience working with new build homes dealing with issues such as snags, defects and repairs
- Experience of working in a customer service environment within social housing
- Ability to triage repair requests effectively.
- Demonstrable capability of customer service soft skills including empathy and taking ownership
- Good organisational ability, efficiency and the ability to prioritise and multi task
- Ability to work on own initiative and remain calm under pressure
- Good communication skills, both verbal and written

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

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