Job Opportunity: Housing Repairs Co-ordinator

Service Area: Housing

Our Client’s Values and Behaviours:

Employees are encouraged to embody the values of ‘CARE’—Collaborative, Ambitious, Resourceful, and Empowering. These values are essential in working together to create a fairer borough.

Commitment to Challenging Inequality:

Our client is dedicated to addressing inequality, racism, and injustice. They aim to be a fair employer and create a workplace free from discrimination. This involves fostering a culture that empowers all staff to challenge inequality and continuously improve workplace fairness.

Key Responsibilities:

Accurately diagnose repairs, raise orders on IT systems, and book appointments.

Handle high volumes of calls in a contact centre, ensuring targets are met.

Professionally manage phone enquiries, providing high standards of customer care.

Communicate effectively with other departments, agencies, and contractors.

Process service requests accurately, ensuring compliance with policies and legislation.

Proactively improve customer service delivery and conduct outbound calls as required.

Handle customer complaints in line with procedures, escalating cases when necessary.

Participate in training, supervision, seminars, and meetings for personal and service development.

Contribute to the Housing Repairs Services Team's objectives and targets.

Maintain compliance with the Code of Conduct, Data Protection Act, and Health and Safety Policy.

Additional Responsibilities for Scale 6:

Collaborate with repairs supervisors to plan and coordinate operatives' workdays.

Ensure efficient use of trade resources and enhance the customer experience.

Manage operatives' workloads, monitor timings, and ensure job completion.

Reallocate scheduled jobs to ensure effective resource utilization.

Handle unscheduled jobs and ensure timely completion of emergency and planned repairs.

Raise orders on IT systems and dispatch jobs to the best-placed operatives.

Coordinate with the Materials team to ensure availability of required materials.

Arrange and confirm follow-up appointments with customers.

Liaise with Service Managers and Surveyors regarding workmanship and technical issues.

Use feedback to identify training needs and improve job logging processes.

Ensure accurate job/task scheduling with appropriate Schedule of Rates Codes (SORs).

Ensure safety and communicate warnings (e.g., asbestos) to operatives and contractors.

Draft correspondence and investigate complaints.

Cover team leader’s phones and follow up on enquiries.

Demonstrate problem-solving skills and work under pressure to resolve repeated service problems.

Stay informed about council services and legal changes to provide up-to-date information to customers.

If you have the necessary skills and experience and are interested in making a difference in a dynamic and supportive environment, please send your CV to support@myn.co.uk. Join our client in their mission to create a fairer borough and deliver exceptional housing services.