Senior Housing Repairs Coordinator

• Pay: £18 per hour
• Location: The Borough of Islington
• Contract: Full-time, 3 months (temporary to cover peak workload)

• Current Enhanced Disclosure and Barring Service (DBS) Clearance.
• GCSE or equivalent in English and Mathematics.
• ITQ2 or equivalent Information Technology skills.
• Proven experience of working within a responsive repairs environment and housing management systems.
• Typing speed of 30 words per minute with good attention to detail.
• Experience of dealing with all aspects of building maintenance/repairs in a busy environment.
• Ability to problem solve and diagnose repairs accurately.
• Excellent Customer Care skills, experience of working with members of the public, and the ability to handle difficult situations in an open and honest manner.
• Experience of processing customers' repair requests methodically and accurately within appropriate policies, procedures, and guidelines, meeting tight deadlines.
• Experience of working in a team and contributing to the team's overall performance.
• Excellent communication skills and the ability to liaise with various internal and external parties.
• Ability to demonstrate accountability and a positive attitude to your responsibilities.
• Take personal responsibility for self-development; to equip self with skills required to cope with changes in ways of working and keeping abreast of organisational changes.
• Ability to employ excellent problem-solving skills in a fast-paced, pressurised, and demanding work environment.
• Ability to work independently and manage own workload, work under own initiative, and prioritise tasks effectively.
• Ability to work a shift pattern, including evenings and Saturdays as required.

• Working closely with repairs supervisors to plan and coordinate the working day of operatives, ensuring all works are appointed to customer satisfaction while maximising efficiency and completing tasks within specified time allocations.
• Ensuring all trade resources are utilised to their full potential, maintaining customer focus and enhancing the customer experience.
• Actively managing the workload of multiple operatives, monitoring timings, and ensuring job completion by the end of each working day.
• Reallocating scheduled jobs to readily available operatives or contractors to ensure effective resource utilisation.
• Actioning unscheduled jobs and ensuring that all emergency and planned repairs are carried out as per service agreements and within priority target times.
• Raising orders on IT systems, planning, and dispatching jobs to the best-placed operatives or contractors with the right skills for a first-time repair.
• Collaborating with the Materials team to ensure all required materials are available and recorded, with all parties notified of unexpected delays, including communicating re-scheduled jobs to tenants and updating in-house systems.
• Arranging and confirming follow-on appointments with customers where jobs require more than one visit to complete.
• Liaising with Service Managers, Area Service Managers, and Surveyors regarding instances of poor workmanship, operative attitude, and when technical advice is required.
• Using feedback from clients and operatives to identify training needs related to incorrect diagnosis or consistent errors during the job logging process.
• Ensuring scheduled jobs/tasks have been raised with appropriate Schedule of Rates Codes (SOR's) and that enough time has been allocated to complete works, promoting 'right first time' delivery.
• Ensuring 'flagged' properties are attended to based on customer needs/vulnerabilities while ensuring operative safety.
• Communicating all warning notices (e.g., Asbestos) on IT systems to operatives and contractors.
• Drafting correspondence and investigating complaints.
• Being competent in carrying out all service functions of the Housing Repairs Services Team.
• Managing workflow to achieve personal appraisal targets, as agreed with the Team Leader, to ensure performance targets are met.
• Contributing to training and development activities for new staff, including participating in observed activities to share knowledge and expertise, and acting as a first point of contact for help and advice in the absence of Team Leaders to resolve internal and external customer enquiries.
• Covering team leader's phones and chasing up enquiries.
• Demonstrating imagination, initiative, problem-solving skills, and the ability to work in a pressurised environment. This includes identifying repeated service problems, collaborating on solutions, and assisting with implementation of changes.
• Keeping up-to-date with services provided and organisational policy and legal changes to ensure accurate information is provided to customers.

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