Technical Support Coordinator

As a Technical Support Coordinator, you'll be at the heart of our collaborative and supportive Repairs Hub team, providing essential technical advice and support. From diagnosing repairs to coordinating with external contractors, you'll help ensure timely progress and excellent customer experiences. This role isn't just about getting things fixed - it's about enhancing our customers' lives and fostering a positive working environment.

**What you’ll be doing**
- Provide end-to-end customer support for repairs, from initial contact to resolution, for both internal and external repair jobs.
- Offer technical assistance to colleagues to ensure repairs are completed accurately the first time.
- Be the primary contact for incoming calls to the 'duty desk'.
- Give feedback on diagnostic scripts and provide staff training as needed.
- Communicate with customers, advising on minor alterations, improvements, and rechargeable repairs.
- Monitor job progress and ensure contractors meet performance standards by managing incomplete jobs.
- Coordinate joint inspections with contractors and relevant authorities when necessary.
- Manage payments to contractors and process invoices accurately.
- Maintain strong communication and relationships with colleagues, contractors, and stakeholders to resolve issues efficiently.
- Manage Property Managers' schedules using the dynamic appointment and workforce schedule system (DRS) for inspections and visits.

Please read the full job description before applying.

**What we’re looking for**
- Strong decision-making skills with a focus on customer satisfaction.
- Excellent customer service abilities and prioritisation skills.
- Ownership mindset with a positive and outcome-focused attitude.
- Exceptional communication skills and problem-solving abilities.
- Experience with systems like Outlook, Teams, DRS, Open Housing and Webfleet.
- Detailed knowledge of building maintenance and repairs.
- Proven experience in diagnosing repairs and delivering top-notch service.
- Team player mentality with a collaborative approach.

**Perks of working at Grand Union**
- Annual leave of 25 days, rising to 30 days after 5 years of service
- Generous pension scheme - employer contribution up to 10%.
- Extra day's leave for no sickness absence in the financial year.
- Christmas week off (no need to use your annual leave allowance)
- Opportunity to buy/sell annual leave.
- Enhanced maternity, paternity, and adoption leave.
- Paid emergency and compassionate leave.
- Life assurance (2x salary).
- Generous sick pay.
- Free annual flu jabs.
- Paid qualification.
- Plus more - check out the full list of benefits in the attached document

**Important Information**

We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and be able to provide evidence of your Right to Work.

**Closing: 7 May**

**Phone screening: 13 May**

**Interviews: 16 May**

TechnicalSupport #CustomerService #RepairServices #BuildingMaintenance #CustomerSatisfaction #PropertyMaintenance #PropertyServices #Coordinator

At Grand Union, we know that what we do matters. We build more homes, stronger communities and better lives.

We’ve been in business for over 25 years and provide 12,500 homes for more than 27,000 people across Bedfordshire, Buckinghamshire, Northamptonshire and Hertfordshire. We’re an £86 million turnover social business with 400 staff.

Our mission is **more homes, stronger communities, better lives**. We build affordable homes, provide personal support, and help people to learn, work and be healthy.

We’re a financially stable and innovative not-for-profit organisation that believes in partnership and collaboration. We plan to build 1,959 more new homes in the coming years to play our part in ending the housing crisis.

PLACEHOLDER