Repairs Coordinator

Repairs Coordinator

• Hourly pay: 16.23 PAYE or 20.51 umbrella per hour
• Location: Pitsea (2 days on-site, 3 days home working)
• Job Type: Full-time 35 hours per week
• 2x positions available

We are seeking a Repairs Coordinator to join a dynamic team. This role is crucial in delivering high-quality repair and maintenance services. You will be working in a fast-paced environment, focusing on improving our repair service for our customers by handling complaints and coordinating repair-related actions effectively.

Day-to-day of the role:

• Act as a customer-facing member of the team, supporting our customers and operational teams in the delivery of property services, specifically handling complaints.
• Work closely with the complaints team, contractors, and regional property services teams to progress repair complaints at stage 1 and 2 to successful completion.
• Ensure the provision of excellent customer service and experience to all stakeholders to maximise resident satisfaction.
• Support the regional property services team with any issues that prevent the successful resolution of a complaint through effective problem solving.
• Review repairs history to ascertain where repairs have gone wrong and highlight lessons learnt.
• Own escalation cases when needed, liaising with residents through to completion.
• Visit regional offices and external contractor's offices when required to work collaboratively and be a point of contact for complaints while on-site.
• Undertake any other reasonable duties as required, which may include working outside normal working hours.

Required Skills & Qualifications:

• Demonstrable experience in coordinating high-risk, escalation, and complaint cases effectively.
• Proven ability to work under pressure and meet deadlines and targets.
• Excellent attention to detail and ability to work on a variety of tasks simultaneously.
• Ability to deal with a range of difficult problems and resolve these to the customer's satisfaction.
• Experience in investigating and reporting on numerous sources of data.
• Proficient stakeholder management and relationship skills.
• Knowledge and experience of working in line with policies, processes, and legislations.
• Experienced IT skills, including high proficiency in Microsoft Excel and various housing management systems.
• Commitment to work as a member of a team whilst being able to take on other views and opinions.

To apply for the Repairs Coordinator position, please submit your CV detailing your relevant experience