Repairs Coordinator

Repairs CoordinatorIslington£17.38 per hourFull-time temporary (3 months)

About the Role:

A local authority is seeking an organised and proactive Repairs Coordinator to join its Housing Services team. This role is key in ensuring the efficient and effective coordination of repairs and maintenance services, delivering high standards of customer service while maximising efficiency.

Key Responsibilities:

• Diagnose repairs accurately, raise orders on IT systems to contractors, and book appointments.
• Handle a high volume of calls within a contact centre, meeting performance targets.
• Respond to phone enquiries professionally, ensuring a high standard of customer care.
• Liaise effectively with internal departments, agencies, and contractors.
• Process service requests in line with policies and legislative requirements, including the Data Protection Act and Freedom of Information Act.
• Work proactively with team members to improve service delivery, including outbound calls.
• Manage and resolve customer complaints in line with procedures.
• Participate in training, supervision, and meetings to support professional development.
• Contribute to service objectives and ensure compliance with the council's core values and equality policies.
• Work in line with shift patterns and provide cover for team members as required.

Operational Responsibilities:

• Plan and coordinate operatives' daily workload to ensure all repairs are appointed efficiently.
• Maximise trade resources while maintaining a customer-focused approach.
• Monitor job progress, ensuring timely completion and reallocation where necessary.
• Ensure emergency and planned repairs are executed within service agreements.
• Coordinate with the Materials team to ensure job requirements are met, communicating delays effectively.
• Arrange and confirm follow-up appointments with customers.
• Escalate workmanship, operatives' conduct, and technical issues where required.
• Maintain accurate data on flagged properties, asbestos warnings, and other essential notices.
• Investigate complaints and draft responses where necessary.
• Support new team members through training and guidance.
• Assist team leaders by managing enquiries and workflow to meet performance targets.

Person Specification:

Qualifications & Knowledge:

• Knowledge of key social housing and repair issues.
• ITQ2 or equivalent IT skills.
• Experience in a responsive repairs environment and using housing management systems.
• Typing speed of 30 words per minute with high attention to detail.

Experience:

• Handling all aspects of building maintenance and repairs in a busy environment.
• Diagnosing repairs accurately and resolving problems effectively.
• Providing excellent customer service and managing difficult situations professionally.
• Processing customer repair requests within deadlines and policy guidelines.
• Working effectively in a team and contributing to team performance.

Skills:

• Strong communication skills to liaise with internal and external stakeholders.
• A positive attitude and accountability for responsibilities.
• Willingness to develop professionally and adapt to organisational changes.
• Problem-solving skills to handle a fast-paced and demanding workload.
• Ability to work independently, prioritising tasks effectively.