Response Surveyor

3 weeks ago

Bristol, Bristol, United Kingdom Building Recruitment Company Full time
Job Title: Response Surveyor

Job Summary:

As a Response Surveyor with Building Recruitment Company, you will play a crucial role in ensuring that responsive repairs, including relets, are carried out satisfactorily from end-to-end of the process. This involves monitoring the work of the trade teams and contractors, from start to completion, to deliver high-quality work, achieve high customer satisfaction, and provide a cost-effective, value-for-money service.

Key Responsibilities:
  • Pre and Post Repairs Inspections: Carry out pre and post repairs, exchange, and relet inspections as directed by the scheduling system and in liaison with the Trade Teams. Diagnose, assess, and specify work required, in consultation with the customer.
  • Trade Team Management: Manage the delivery and quality of work carried out by internal workforce Trade Teams and external contractors, in order to maximise customer experience and satisfaction, taking the lead responsibility on dealing with any issues or complaints in a timely manner, ensuring any lessons learnt from these experiences are implemented as part of driving forward improvements to the service and continuously improving customer experience.
  • Repair and Complaint Management: Own repairs and complaints, taking responsibility for actioning from end-to-end of the process. Ensure that where work is delegated or carried out by other parties, such as contractors, that over-view is managed and deadlines achieved successfully. Ensure customers are kept informed of progress throughout the process and that the work is completed to quality, financial, and time targets.
  • Customer Communication: Take responsibility for maintaining excellent levels of communication with customers from end to end of the service.
  • Escorted Viewing Management: Manage customer expectation on escorted viewing of relets. Ensure clarity on letting standards and tenant responsibility.
  • Property Refurbishment: Specify the property refurbishment requirements, ensuring the project is delivered to the target timescale and within budget.
  • Contractor Management: Manage quotes from external contractors for specialist work, including achieving value for money whenever possible. Monitor and action dependencies, such as scaffolding checks. Ensure coordination and sequencing of work between teams and contractors.
  • Expenditure Control: Assist in monitoring and controlling expenditure and costs against budgets. Contribute, with the team manager, to ensuring effective budgetary management of the service.
  • Database Management: Ensure that databases, web sites, etc. are maintained and up-dated by the service, for both staff and customers, in an accurate and timely manner with information concerning repairs and improvements carried out plus other property information, as required.
  • Customer Satisfaction: Understand the different needs and expectations of customers. Ensure that processes are in place to meet their needs, exceed their expectations, and check information held about them is correct wherever possible. Consult with customers and monitor and check customer satisfaction. Champion improvements in customer experience with the Responsive Repairs Service.
  • Industry Knowledge: Maintain an up-to-date knowledge of changes in repairs policy, legislation, case law, innovation, and best practice. Reduce the environmental impact of Response Repairs through material specifications, contract management, waste management, energy efficiency measures.
Special Conditions:
  • This post is designated a regular car user.
  • The post holder must hold a full valid UK driving licence.

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