Disrepair Case Resolution Specialist

6 days ago

Liverpool, Liverpool, United Kingdom Riverside Full time

Riverside is seeking a dedicated and customer-focused Disrepair Case Resolution Specialist to join our team.

In this role, you will be responsible for handling and resolving disrepair cases efficiently and effectively, ensuring a positive experience for our customers. You will work closely with internal teams and external contractors to ensure timely repairs and address any customer concerns.

Key Responsibilities:
  • Identify areas for improvement in the customer experience and develop strategies to enhance value for money initiatives.
  • Demonstrate initiative and tenacity in ensuring cases are followed through to resolution, identifying lessons learned and implementing them for continuous improvement.
  • Collaborate with disrepair resources to achieve desired outcomes and drive effective solutions.
  • Manage and administer complaints and disrepair cases from initiation to completion, providing clear communication and updates to customers throughout the process.
Essential Skills and Qualifications:
  • Comprehensive understanding of IT systems relevant to the role, including client systems.
  • In-depth knowledge of disrepair protocols within housing, including time constraints and penalties.
  • Ability to interpret and apply contractual SLAs and KPI obligations to inform appropriate actions regarding customer complaints.
  • Proven track record of delivering exceptional customer service.
  • Strong interpersonal skills with the ability to effectively handle challenging customers.
  • Methodical approach to problem-solving, ensuring efficient resolution of issues.
  • Excellent written and verbal communication skills, capable of working at all levels within the organization.
  • Ability to plan, manage, and prioritize workload effectively in a fast-paced environment.
  • Empathetic and understanding approach, treating all complaints with equal consideration.
Desirable Skills and Qualifications:
  • Basic understanding of property-related legislation, including Disrepair, FFHHA, HHSRS, Party Wall Act, and Environmental Health Act.
  • Experience attending court hearings and providing witness representation.
  • Social Housing Qualification.
  • Knowledge of diagnosing and logging repairs, including interpreting and analyzing job history with attention to detail.

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