Repairs Officer

  • Location
    London, Greater London
  • Salary
    £15.76/Hour
  • Category
    Construction & Property - Rapairs and maintenance Co-ordinator
  • Job type
    Contractor
  • Industry
    Construction and Property
  • External Reference
    JN-092019-89731

Temporary role: 6 months


Pay: £15.76


Purpose of Job


Improve customer satisfaction by providing an excellent service to all our clients customers Manage contacts from a variety of external and internal customers regarding repairs issues.


Investigate and resolve complex repair matters through proactive engagement with residents and contractors.


Help to deliver a proactive, value for money, customer-focused repairs service.



Main Duties and Responsibilities



  1. Provide courteous, respectful, quality, timely and sensitive responses to all contacts.

  2. Manage, organise, and update relevant data using database applications.

  3. Pre and post inspect repairs under the guidance of the Repairs Team Manager.

  4. With the Repairs Team Manager, help diagnose repairs which are not the responsibility of our client and help Housing colleagues to advise residents on appropriate remedies

  5. Monitor and report on contractor performance.

  6. Provide a caring and professional customer experience at point of contact.

  7. Act as first and main contact for complex repair requests.

  8. Raise repairs in-line with agreed policies, procedures and obligations and advise residents accordingly.

  9. Assist with setting up and managing administrative systems that ensure proper recording of information and smooth running of the Section.

  10. Respond to any and all enquiries from whatever source about client group and caseload.

  11. Take responsibility for personal development, making sure that knowledge is kept relevant and up-to-date to allow provision of appropriate repairs advice and support to customers and others.

  12. Comply with statutory, legal and company requirements for fire, hygiene, health and safety and act on and report any matters of concern.

  13. Ensure the appropriate use of various forms of technology and monitoring procedures to deliver a high quality service.

  14. Maintain a friendly, accessible and courteous manner at all times.

  15. Support customers with all contacts and complaints, making sure that time is taken to properly understand the customer's wants, needs and aspirations.

  16. Log contacts so that customers can be confident that information has been received and acted upon, and that colleagues have up-to-date information about customers.

  17. Provide support to the customer contact centre when necessary to ensure that calls from residents are answered in a timely manner.

  18. Work flexibly between 8am and 6pm on weekdays; up to 8pm one day a week and on Saturday mornings to provide extended access to services for customers.

  19. Feedback to Service Heads on what customers have said about them to help improve services.

  20. Coordinate repairs response by liaising closely with colleagues from other Teams.

  21. Keep colleagues and residents advised about the timescales for complex repair remedies.

  22. Investigate and help diagnose repairs matters such as condensation which can be a residents' responsibility.

  23. Ensure timely and accurate information is provided to facilitate resident recharges for items which are their responsibility to remedy.

  24. Scrutinise and authorise contractor invoices.

  25. Be responsible for the administration associated with repairs such as variation orders, quotations, ECO follow-on etc.

  26. Lead on new build defects.



General



  • Perform other duties as may be reasonably required by your line manager.

  • Conduct yourself in line with policies, procedures, rules and standards.


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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Please apply with your CV to: Charis Woods