Housing Repairs Co-Ordinator

Description:

Our Local Authority client are currently looking for a Housing Repairs Co-Ordinator to cover a temporary assignment based in North London

A knowledge and understanding of current issues relating to social housing and social housing repairs.

To diagnose repairs accurately, raise orders on IT systems to contractors and book
Experience of working in a contact centre answering high volume of calls to ensure targets are met.
Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and timely manner, to a high standard of customer care using the appropriate greeting, including name, adapting methods of communication to meet the needs of the customer and ensuring that a positive image of Islington Council is projected.
Excellent communication skills to liaise with other departments, agencies, contractors as

Experience of accurately processing service requests in line with policy and to provide advice and information to customers ensuring that all service requests are processed to Islington Council's performance and standards, policy and procedural guidelines including statutory, complying with the Data Protection Act and the Freedom of Information Act.
To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.
To deal with customer complaints in accordance with the Complaints procedure and to escalate cases to Team Leaders as appropriate.
To undertake training, supervision, seminars, meetings and other events designed to improve communication and assist with the effective development of the post holder and service
To contribute towards the overall service objectives and targets of the Housing Repairs Services Team.
To comply at all times with the Code of

To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager.

To contribute to reviews of working practices and readily adopt new ways of
To comply with Islington Council's core values of public service, quality, equality andempowerment and to demonstrate this commitment in the way all duties are carried out.

Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
Carry out duties and responsibilities in accordance with the Islington Council's Health andSafety Policy and relevant Health and Safety legislation.

At all times carrying out responsibilities/duties within the framework of the Islington Council's:

To work closely with repairs supervisors, as a part of the Housing Services team to plan and co-ordinate the working day of Operatives to ensure all works are appointed to the satisfaction of the customer, while maximising efficiency and completing each task within the specified time allocations.
To ensure all trade resources are utilised to their full potential, while maintaining customer focus and seeking to enhance the customer experience.
To actively manage the workload of multiple operatives, monitoring timings and ensure job completion by the end of each working day.

Reallocating scheduled jobs to operative contractors readily available to ensure all resources are effectively utilised.

To action unscheduled jobs and ensure that all emergency and planned repairs are carried out as per our service agreement and within priority target times.

To raise order on IT systems, plan and dispatch jobs to the best placed operatives or contractor with the right skills to complete the repair first time.

To work with our Materials team to ensure all material required for each job/task is available and recorded, with all parties notified of any unexpected delays, to include letters to tenants where jobs/task may need to be re-scheduled and updating in-house systems accordingly.

To ensure follow on appointments with customers are arranged and confirmed with the customer, where jobs require more than one visit to complete.

To liaise with Service Managers, Area Service Managers and Surveyors with issues relating to instances of poor workmanship, Operative attitude and in cases where technical advice is
To use feedback from clients and operatives to identify any training needs required related to issues of incorrect diagnosis or consistent errors during the job logging process.

To ensure scheduled jobs/tasks have been raised with the appropriate Schedule of RatesCodes (SOR's) and that enough time has been allocated to complete the works and promote

right first time.

To ensure 'flagged' properties are attended to depending on the customer's needs /vulnerabilities whilst ensuring the safety of the attending operative.

To ensure that all warning notices g. Asbestos on the IT systems are communicated to operatives and contractors.
To draft correspondence and investigate
To be competent in carrying out all service functions of the Housing Repairs Services
To manage workflow to achieve personal appraisal targets, as agreed with the Team Leader,to ensure Islington Council's performance targets are met.

To contribute to training and development activities for new staff members, including participating in observed activities to share knowledge and expertise and act as first point of contact, giving help and advice in the absence of the Team leaders to resolve internal and external customer enquiries.
To cover team leader's phones and chase up

To demonstrate imagination, initiative, problem solving skills and ability to work in a pressurised Identifying repeated service problems; work with others to consider options for solving them effectively and efficiently and assist with implementation of changes.

To keep up-to-date with services provided by Islington Council and organisational policy and legal charges to ensure up-to-date information is provided to customers.

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy may not have been shortlist by the client.

You can also send your CV direct to: (url removed)