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Disrepair and Repairs Case Manager

2 months ago

Croydon, Greater London, United Kingdom Adecco Full time
About the Role

We are seeking a highly skilled and experienced Repairs and Maintenance Officer to join our team at Adecco. As a Senior Customer Resolution Specialist, you will be responsible for providing exceptional customer service and resolving complex repair and maintenance issues for our clients.

Key Responsibilities
  • Case Management: Provide proactive and reactive case management support to the repairs service, back office, and operational staff.
  • Disrepair and Repairs: Act as case investigation support for disrepair (ADR) cases, complex repairs cases, and provide back-office support to other repairs staff and housing sections.
  • Communication and Liaison: Act as a liaison between front-line and back-office services for the repairs partner and other Council departments, ensuring effective communication and efficient responses to customer queries.
  • Administration and Reporting: Provide administrative support for complex case investigations, collate information required in line with the Disrepair Protocol, and assist in identifying trends through analysis and reporting.
  • Quality and Safety: Ensure site inspections are undertaken on request of customers and stakeholders, act on feedback to ensure services are of a high quality, and great customer experience.
  • Contract Management: Ensure contracts/works are delivered in a safe manner in line with current Health and Safety legislation, and ensure contractors provide value for money through checking of invoices and valuations.
  • Customer Complaints: Act on customer complaints and resolve at an appropriate level in line with Croydon complaints policy.
Requirements
  • Experience: Experience of property maintenance work, preferably gained within housing, that has included undertaking, managing contracts and performance, property inspection, diagnosing common property defects, and supervising the work of construction contractors and consultants.
  • Skills: Excellent record-keeping skills, excellent customer care skills, and handling complaints.
  • Knowledge: A sound knowledge and understanding of building and health and safety at work legislation.