First point of contact for reactive repairs - 90% of the job will be answering calls and logging repairs.
- Act as the first point of contact for repair requests received via telephone, email, letter, online platforms, etc.
- Provide courteous, respectful, high-quality and timely responses to all enquiries.
- Promote a positive image of the organisation in all interactions.
- Support customers by taking time to understand their needs and expectations.
- Raise repairs in line with organisational policies, procedures and obligations.
- Investigate and diagnose repair issues such as condensation and unidentified leaks.
- Identify repairs that fall outside the organisation’s responsibility and provide appropriate advice.
- Provide accurate information for rechargeable repairs.
- Carry out repair administration tasks with accuracy and speed, including:
- Issuing orders with correct codes and precise job descriptions
- Assigning priorities and target dates
- Scheduling and recording appointments
- Adding notes, delays, feedback, quality control information, variations and events
- Authorising orders and variations within financial limits
- Chasing outstanding or overdue repair orders
- Completing and cancelling orders
- Checking and approving invoices within financial limits
- Administering and following up on repairs reported or completed out of hours
- Comply with statutory and regulatory requirements.
- Keep residents and stakeholders updated on timescales.
- Work with colleagues, contractors and partners to ensure timely access to properties.
- Maintain and update knowledge relevant to the repair service.
- Log all contacts with residents and other parties.
- Manage, organise and update relevant data.
- Review and update open repair orders.
- Monitor, analyse and present information on repair performance, including contractor performance.
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Your ambition is our ambition.
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