Coordinator - Complex Works

We have a great opportunity to join Sovereign Network Group (SNG) as a Coordinator – Complex Works within our Customer Team. You'll be based from our office in Hertfordshire. This role will combine office and home working to ensure a positive work/life balance. It's an exciting time to join us as Sovereign have joined forces with Network Homes to form SNG. Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.

The Role

You will support the delivery of the London and Herts responsive repairs and maintenance service through effective management of complex repairs, projects and programmes. Act as first point of escalation for internal and external stakeholders, ensuring that effective case management is undertaken and the customer needs are met. Ensure that SNG customers receive an excellent responsive repairs service through good quality communication and effective contractor management.

Key Responsibilities

• Work closely with Property Services colleagues and management to deliver complex repairs in a standardised process throughout the localities model.
• Schedule and allocate surveyor inspections ensuring that systems are updated accurately and within an appropriate timescale. Support surveyors with the administration of any actions resulting from inspections.
• Manage and report on complex repairs and project works, ensuring effective allocation and delivery of works.
• Act as first point of escalation from internal stakeholders and contractors to ensure risks are mitigated and follow-on actions are completed.
• Proactively work on high-risk cases to prevent escalation to complaints or disrepair process.
• Deliver repairs and actions required from fire risk assessment and HHSRS related surveys by the allocated target date.
• Escalate emerging issues to management and support management with resolution as directed.

What we need from you

• Excellent communication skills.
• Previous experience in providing excellent customer service to customers.
• Ability to build positive and constructive working relationships with colleagues and contractors.
• Ability to manage competing priorities.
• Excellent organisation skills and the ability to repeatedly prioritise workload.
• Ability to work under pressure in a fast-changing environment.
• Good level of proficiency in Microsoft applications such as Word, PowerPoint and Excel.
• Good level of proficiency in analysing and interpreting data.

Your Benefits

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• 3 additional Wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and Life cover at 4x salary.
• Enhanced maternity/adoption pay.
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service).
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service.

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!