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- Line Management of Disrepair administration and scheduling functions within the Damp, Mould & Disrepair Team, to ensure works are completed in line with KPI’s and SLAs.
- Be the escalation point of contact for all internal and external stakeholders on matters relating to open disrepairs cases and high level complaints.
- Â To attend Court injunction proceedings, to give evidence on the documents relating to the case.
- Responsible for collating and producing monthly reporting of KPIs relating to legal disrepair cases for Damp, Mould & Disrepair Leadership Team.
- Performance & Projects Lead as required on matters related to the Damp, Mould & Disrepair Team.
- Responsible for ensuring the Case Management Database is kept up to date and accurate. Provide updates at weekly case management review meetings with relevant stakeholders. Ensure that all relevant case documents are distributed as required.
- Support the Senior Surveyor in the preparation of Pre- and Post-Inspection Reports and Housing Condition Reports to ensure timely completion of these documents.
- Accountable for ensuring that in-house and quoted contractor works are raised promptly and managed to completion in line with required timescales.
- Ensuring that disrepair Pre- and Post-Inspections are scheduled and recorded appropriately within required SLAs to include confirmation letters to customers and other relevant parties.
- A sound working knowledge of legal disrepair process and the company’s obligations as set out legally and through our regulator and ombudsman.
- Good understanding of damp & mould and general building defects including common causes and appropriate resolutions.
- Demonstrate a flexible approach to project delivery, proactively managing change and disseminating information promptly and accurately.
- Self-motivated, able to work effectively on their own or as part of a team prioritising workload in a busy working environment.
- Excellent demonstrable communication, administration and customer service skills working with customers, colleagues and managers at all levels.
- A team player with a ‘can-do’ attitude, outgoing, polite, patient, diplomatic, personable, respectful and flexible.
- Experience of line managing and developing a high performing operational team.
- Demonstrable experience of creating process efficiencies that enhance customer and colleague experience.
- Excellent level of understanding of Microsoft programmes and in-house database systems.
- Demonstrate clients’ Values and Behaviours
