Repairs Officer Level 3 in City of London

Location: London, N1

Pay rate is £19.54 per hour PAYE

Duration: 3+ months

Role Details:

• Mon-Fri 9am-5pm, 1-hour unpaid break
• Hours: 35hrs per week
• Paid on a weekly basis

Responsibilities:

• Use first line diagnostic abilities and thorough understanding of repairs processes to provide effective support functions in responsive repairs for the operational businesses.
• Recognise work that falls outside of responsibilities and cases that would be categorised as complex, as well as what and when to escalate to senior staff.
• Oversee and progress all repairs within internal systems to ensure that repairs progress effectively and that proactive steps are taken to complete repairs as quickly as possible and to a high standard.
• Address customer enquiries and concerns, ensuring all updates and interactions are recorded on the systems.
• Own and administer all marketplace activity associated with quote review, acceptance and oversight.
• Ensure that completed works are accurately reviewed against the specification of works before being progressed for payment.
• Work with all stakeholders and contractors to ensure all KPIs are met, managing competency in line with Building Safety legislation.
• Assist in the processing of invoices for payment through in-house systems by checking invoices are correct and ensuring work is complete before payment.
• Review contractor requests for variances and challenge as appropriate to ensure value for money, and a positive repair journey for our residents.
• Support the team with regular cost and quality audits for all aspects of repair works.
• Interact with customers and colleagues to understand their repair needs and expectations and embed this into the service you deliver.
• Follow up with residents to ensure satisfaction with completed repairs.
• Provide a review and rating for all completed jobs.
• Feedback to managers on any issues identified as part of monitoring of repair related tasks and flag any issues for escalation as part of performance monitoring.
• Assist your manager and team by providing timely business information on region specific repair data and with exporting necessary repairs reporting information as an overview of team performance.
• Support the regional teams to manage a reliable, trusted and responsible repairs service.
• Working with colleagues in the relevant regional teams to ensure all stakeholders are kept informed of works being carried out.
• Provide relevant telephone support as needed, liaising with colleagues, contractors and third-party providers as appropriate.
• Keep residents and other stakeholders up to date with regular communication, tailored based on the complexity of the case and the technical knowledge of the audience.

Skills and Experience:

• Experience of developing and running administrative systems and processes.
• Financial understanding of SOR codes and quote variation.
• No access process knowledge.
• Tenure understanding of Permanent housing, temporary housing, Leasehold, Managing Agents.
• Highly organised and experience of managing conflicting priorities in a busy office environment.
• Experience in working in a customer service environment.
• Experience of providing performance monitoring and commentary against business targets.
• Experience working to meet key performance indicators.
• Good understanding of the relevant legislation, statutory and regulatory requirements.
• Customer focused mindset.
• Good spoken and written English.
• Effective IT skills including basic/intermediate MS Office skills.