Job Details
Brent council are looking for a Repairs Customer Coordinator to Represent Brent Housing Management by providing first contact resolution to customers; maintaining the highest standards of customer care at all times and ensuring our customers’ homes safe, sound and in good repair.
- Provide a proactive, professional, customer focussed support service for repairs and compliance administration duties.
- The aim for the repairs coordinators is to be one step ahead of the customer at all times, pre-empting their queries with timely updates either through system records or direct communications.
- To carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers.
- To provide excellent customer service, responding to all queries and managing inbound and outbound calls in a professional manner.
- Book post inspections with customers for all service areas and follow up on real time repairs feedback.
- Coordinate bookings and appointments to ensure smooth progression of repairs works in multi-agency setting. Ensure records are kept up to date and information circulated to all relevant stakeholders in a timely manner.
- Provide contract management support for repairs team including managing quotes and approving works orders. Focus on building strong relationships with repairs contractors.
- Manage all administerial duties with high attention to detail and strong organisational skills – not letting anything fall through the gaps.
- Liaise with contractors and clients at local level, attending and minuting meetings as and when required.
- Assist with complex repairs projects, ensuring that agreed outcomes are delivered on time, within budget and to the expected standard. Monitor the progress of the project and raise any issues with Repairs Manager.
- Assist in contract management of responsive repairs contracts. Monitor contractors’ service ensuring standards are to the highest quality. Raise issues with unacceptable contractor performance with Repairs Manager.
- Maintain up to date records and provide monthly statistical and qualitative information to the Repairs Manager in respect of service performance indicators.
- Assist in managing complex cases of disrepair, insurance claims, complaints, leaseholder service charging and section 20, structural repairs and adaptations to resolution for the customer or stakeholder.
- Support the Repair Manager and Repairs Surveyors to monitor KPI’s and maintain any SLA’s. Administer the invoicing and payment terms relating to contractor and suppliers in a timely fashion ensuring that information is logged and up to date.
- Support consultation with customers on repairs and service charges that require Section 20 notices ensure follow on actions are recorded and feedback is taken into account.
- Support the Council’s channel shifting ambition, by promoting online transactions
- Offer proactive resolution of customers’ complaints and members’ enquiries regarding the service ensuring all issues are remedied and a formal response is provided concluding the case within legislative framework.
- Engage in organisational change activities and actively look for ways to improve service efficiency and develop a continuous improvement approach in service delivery.
- Maintain accurate customer records in all required systems both in the office and out on site including logging of customer feedback and engagement activities in real time.
- Safeguarding is everyone’s responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
- Carry out duties with due regard to the Council’s Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures.
payrate :22.03 umbrella
