Repairs Coordinator

Overview

The Responsive Repairs Team is responsible for ensuring our customers live-in high-quality homes through the delivery of effective repairs and maintenance services.

Position

Job Description: Repairs Coordinator

Responsible To: Repairs Team Leader

Location: All Localities

Contract: Full Time Permanent

The Responsive Repairs Co-Ordinator will play a key role in the day-to-day delivery of the repairs and maintenance service through day-to-day liaison with our contractors, customers and Tuath colleagues to ensure that repairs are scheduled and completed promptly, with low levels of abortive calls.

Key Responsibilities (Functional)

• Support effective responsive repair service to ensure contractors deliver repairs within designated priority times and as appointed.
• To work with the Repairs and Maintenance Manager to support development of operational delivery priorities and plans for Repairs Team ensuring excellent customer service.
• Respond to customer queries, complaints and compliments ensuring that complaints are resolved as soon as possible.
• Work with contractors to arrange convenient times for repairs to be carried out to minimise abortive calls.
• Assigning jobs to a range of contractors to undertake repairs in line with organisation timescales.
• Logging repairs related to follow-up, complaints, dis-repair and variations.
• Work with customers and contractors to ensure repairs are scheduled promptly and abortive calls are monitored and minimised.
• Work closely with Tuath Housing Responsive Repairs Residents Panel and other customer representative groups to ensure the service evolves to meet residents' needs.
• Work with Customer Service Advisors to ensure a seamless and quality approach to responsive repairs service delivery.
• Work with Surveyors to ensure pre- and post-inspections are carried out to support placing of appropriate orders including variations.
• Gather and provide data, information, statistics and reports for internal and external purposes.
• Ensure variation requests from contractors are processed with appropriate inspection and approvals in place as soon as possible.
• Ensure completion details of repairs are captured in the housing management system correctly.
• Assist in delivering a responsive and high-quality Customer Contact Service.
• Contribute to departmental work plans, policy and service reviews, corporate strategies, and projects through preparation of reports and participation in working groups, project boards and other corporate activities.
• Coordinate the phone system, text service and general oversight of all channels of communication with tenants.
• Coordinate and liaise with Out Of Hours (OOH) emergency repairs services.
• Work closely with the Repairs and Maintenance Manager to deliver an excellent service to the residents of Tuath Housing Association.
• Engage with customers and operatives to deliver and improve efficiency and customer satisfaction.
• Check and process invoices in line with company policies and payment/tender structures.
• Keep all property and customer data up to date in the system, including contact details, repairs details, property component information, warranties, and servicing certifications.
• Ensure contractor information is kept up to date, including contact details, current insurances and health and safety statements.

Key Responsibilities (Organisational)

• Provide input into the Operational plans.
• Adopt a collaborative and supportive approach, maintaining up-to-date professional knowledge and providing advice and assistance to colleagues as required.
• Provide statistical data, information, and testimonials for the annual report.
• Promote effective communications, excellence in customer service, and continuous improvement in all aspects of the company's work.
• Be proactive in developing and maintaining strong networks and relationships with colleagues and with other organisations to ensure service delivery excellence.

Health and Safety Responsibility

• To conduct all activities in a manner that is safe to yourself and others, in accordance with the Association's Health and Safety Policy.
• Ensure all appropriate health and safety risk assessments are in place and that colleagues are aware of and adhere to any specific instructions and use personal protective equipment where required.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• Non-profit Organizations

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