Repairs Team Administrator

At Wandle we support people across south London who need a home, by delivering safe and affordable homes along with low cost, dependable, localised services to our customers.

The Repairs Team are responsible for the repairs and maintenance of our properties, as part of providing safe and secure homes. This role will help ensure that we maintain the efficiency and quality of the repair and maintenance operations.

This role requires an understanding of technical and operational processes, contributing significantly to service delivery, resident satisfaction, operational effectiveness and ultimately contributing to achieving our mission and vision.

You will support the delivery of the Operational side of the repairs service, repairs scheduling team, operatives and suppliers utilising our bespoke MCM repairs database. You will also assist the Repairs Support Team Leader/Manager in any other administrative tasks that help support the repairs function.

**A day in the life**:
**You will**:

- Raise work orders for Out of Hour jobs that have been attended and arrange payment
- Ensure job records are updated in a timely manner and you can meet and exceed deadlines for keeping the repair job orders on track through the system
- Liaise with Repairs Service Managers (RSM) for decisions on jobs that have received quotes.
- Log repairs and bookings on the system in line with guidance and training provided
- Support the other repairs team technical members with searching the history of the database to check works completed or outstanding
- Check the notice of completions (NOC) daily and review reports
- Ensure job records are updated in a timely manner and you can meet and exceed deadlines for keeping the repair job orders on track through the system
- Communicate in a professional and courteous manner with all stakeholders (Repairs operatives, office staff, customers and the wider Wandle team) on a daily basis via phone, taking calls and managing the repairs bookings
- Investigate, respond & resolve to Stage 1 complaints
- Reflect the Wandle values and behaviours in everything you do and inspire your direct reports and staff across Wandle to achieve the best outcomes for our customers
- Support the organisation to improve its customer service delivery through demonstrating Think Customer value at all times
- Provide a quality frontline phone service for the repairs operative with non-technical based enquiries
- Keep customers updated in a timely manner with the team ethos of ‘Own it until resolution’
- Action “MyWandle” jobs and ensure that they are pushed through to MCM database
- Action & resolve General Enquiries that have been assigned to the Repairs Team via our CRM - Dynamics
- Manage multiple inboxes

**What you’ll need to have**:

- Be organized and have problem-solving abilities
- Knowledge/experience of housing repairs or a related discipline
- Managing a range of different types of stakeholder relationships, internal and external
- Experience in a customer services environment
- Experience of delivering a demanding customer front line service
- Experience of working in a deadline driven environment
- Experience of working to targets
- Effective communication and team collaboration skills
- Be a collaborative team player
- Good IT skills and a desire to learn

**What next?**

If you want to be part of a winning team that takes pride in delivering excellent customer service to our customers and believe you have the skills and experience to be successful in this role, we would love to hear from you.

Interviews and assessments will be held in second half of May.

Please also note that ahead of the final stage interviews you will be asked to undertake a number of online tests/assessments.