Repairs Administration Team Leader

18 hours ago

WaltononThames, United Kingdom PA Housing Full time

**So what’s the role all about?**

***Reporting to the Repairs Services Manager, the Repairs Administration Team Leader will manage, motivate, inspire, support and develop our repairs administration team to ensure our customers experience an excellent and high quality level of service every time.

You will ensure that colleagues, customers and contractors receive a full first time response and resolution to their enquiries; Working proactively with colleagues to develop and improve the repairs service.

This role can offer hybrid working, meaning you will be required to be in the office for around 2/3 days a week with the rest being from home, however we may need you to be in the office more within your probation, whilst you get up to speed.
- This is a _9 month fixed term _contract to cover maternity leave._

***

**Some of the key tasks and responsibilities include**:

- Direct line management of Repairs Administration and Reception team
- Ensure high engagement and motivation throughout the team
- Ensure contractor payments are made in line with payment terms and financial regulations, working with contractors to resolve disputed invoices/works
- Manage all administration relating to the handyperson service
- Ensure all complaints are responded to effectively and within set KPI Targets to prevent escalation
- Carry personal responsibility for the provision of tailored and effective training to your team, ensuring development plans are in place across your service
- Responsible for analysing current team performance and accurately resource and plan
- Work closely and constructively with colleagues and contractors to deliver an excellent customer focussed service
- Responsible for recruitment, employee engagement and development of team members
- Meet and exceed quality and customer satisfaction goals to ensure customer satisfaction
- Reduce enquiry escalations through effective coaching and support and handle escalated enquiries
- Develop an excellent knowledge of partnering contracts
- Engage with internal and external stakeholders to improve services and promote the overall repairs service
- Deputise for other department managers when required

**To be successful in this role, we’d be looking for the following**
- Understanding of tenant/landlord repairing requirements including legal obligations
- Experience of maintenance service delivery in relation to residential and commercial property
- Experience in working in a Customer Services Environment
- Knowledge of housing management systems
- Excellent IT skills
- Experience of mentoring staff members

**Please refer to the attached job**

**description to find out more**

**Do you care about the same things we do?**

We have three values we work by. When we meet, we’ll need you to show us how they are important to you too.
- We always do the right thing: We offer the best quality service that we can.
- We’re there when you need us: We listen and take action ensuring we deliver on our promises.
- We never give up: We are courageous in our pursuit of growth to provide more quality affordable homes.

**Our EDI Policy**:
Equality, diversity and inclusion | PA Housing

**So who are we?**

PA Housing is an award winning provider of affordable, quality homes, but our business is about more than property - it’s about people. We aim to put our residents at the centre of everything we do and offer first class services to all.

Our business is built around decades of experience in the social housing sector across the Midlands, London, Home Counties and the South East. We hold a stock of more than 24,000 homes and employ 600 plus staff to provide a high standard of service to our householders.

Our success and our plans for the future would not be possible without our dedicated team of staff members. Every one of our employees help to make a difference to the lives of our residents and other local people, and we look after our team members well.

We’re happy to consider flexible working options for all our roles, and we’ll always do our best to keep your work and life in balance.

**AGENCIES: We know where you are if we need your support so please do not contact us.

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