Repairs Coordinator

Job Description: Repairs Coordinator

Responsible To: Repairs Team Leader

Location: All Localities

Contract: Full Time Permanent

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

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.

• Support effective responsive repair service to ensure contractors delivery 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.
• Working with contractors to arrange convenient times for repairs to be carried out to ensure abortive calls are minimised.
• Assigning jobs to a range of contractors to undertake repairs in line with organisation timescales.
• Logging of repairs that related to follow-up, complaints, dis-repair and variations.
• Working with customers and contractors to ensure that repairs are scheduled promptly and that abortive calls are monitored and minimised.
• Work closely with Tuath Housing Responsive Repairs Residents Panel and other customer representative groups to ensure that the responsive repairs service continues to evolve to meet the needs of the organisation's residents.
• Work with the Customer Service Advisors to ensure a seamless and quality approach to responsive repairs service delivery for our customers.
• To work with Surveyors to ensure that 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 that variation requests from contractors are processed with appropriate inspection and approvals in place as soon as possible.
• To ensure that completion details of repairs are captured in the housing management system correctly.
• Assist in the delivery of 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 positive participation in working groups, project boards and other corporate activities.
• Coordination of the phone system, text service and general oversight of all channels of communication with tenants.
• Coordination and liaison with of the Out Of Hours (OOH) emergency repairs services
• Work closely with the Repairs and Maintenance Manager to deliver an excellent service to the residents Tuath Housing Association
• Effectively engage with the customers and operatives to deliver and improve efficiency and customer satisfaction.
• Checking and processing invoices in line with company policies and payment/tender structures.
• Keeping all property and customer related data updates on the system including contact details, repairs details, property component information, warranties, and any servicing certification.
• Ensure all contractor information is kept up to date including contact details, current insurances and health and safety statements.

• 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 annual report.
• In all aspects of the company\'s work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
• Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.

• To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association\'s Health and Safety Policy.
• Ensure all appropriate health and safety risk assessments are in place and making sure colleagues are aware of and adhere to any specific instructions and use personal protective equipment where required.
• Ensure that team members are aware of any risks associated with their role, adhere to any specific instructions, and use personal protective equipment where required.