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Repair Specialist

2 months ago

Croydon, Greater London, United Kingdom Adecco Full time
Job Summary

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

Key Responsibilities
  • Case Management: Provide proactive and reactive case management support to the repairs service, back office, and operational staff.
  • Dispute Resolution: 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: Liaise between front-line and back-office services for the repairs partner and other Council departments to ensure effective communication and efficient responses to customer queries.
  • Administration: Provide administrative support for complex case investigations, collate information required in line with the Disrepair Protocol, and assist in identifying issues requiring management input.
  • Performance Management: Work with business partners to drive delivery of key performance indicators, assist in identifying trends through analysis and reporting, and participate actively in ensuring the delivery of service.
  • Quality Assurance: Ensure site inspections are undertaken on request of customers and stakeholders in line with SLA's and service requirements, act on feedback to ensure services are of a high quality and great customer experience.
  • Contract Management: Ensure that contracts/works are delivered in a safe manner in line with current Health and Safety legislation, ensure that contractors provide value for money through checking of invoices and valuations, and undertake post-inspection as required.
  • Customer Service: Act on customer complaints and resolve at an appropriate level in line with Croydon complaints policy, act on negative customer feedback and resolve quality issues with customers and suppliers.
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.