Repairs Planner (Permanent)

REPAIRS CALL HANDLERS & SCHEDULER'S - Working with a leading Repairs Contractor based near Islington,

Key purpose: To provide a responsive service to customers, raise works orders and respond to queries, as well as dealing with daily contract administration.

Key responsibilities:

• Managing operatives diaries
• Liaising with tenants and operatives to arrange repairs
• Understanding of Schedule of rates
• Planning repairs works for pre and post inspection, reactive, voids and emergency repairs
• Prioritising emergency works
• Booking appointments and allocating works to the available operatives, and following works from start through to completion
• Effectively communicate any concerns about work quality and ensure operatives have the right material to complete their work
• Ensure all relevant data is up-dated on a timely basis
• Any other ad-ho's roles that may arise
• Provide first point of contact for telephone callers and ensure prompt resolution of issues received by phone/fax/email/letter, without the need to refer or escalate cases.
• Accurate filing of contract paperwork and ongoing maintenance of files, to include for example time sheets and completion sheets from sub contractors.
• Establish customer needs and provide a service in relation to repairs to properties - e.g. take repair requests from tenants, diagnose repairs to include trade and duration, and book appointments.
• Work with colleagues, residents, operatives, sub-contractors and other suppliers to ensure targets are met and an excellent service is delivered.
• Use and update the IT and other systems, inputting and extracting information and ensuring protocol is followed.
• Ensure requirements of Health and Safety legislation are followed and undertake
• Health and Safety training as required.

Key skills and experience

• Experience in an inbound call centre, providing customer focused solutions to enquirers
• Experience of working in a customer service environment
• Experience of dealing with a high volume of telephone enquiries on a daily basis
• Experience in a Housing environment
• Experience in a repairs & maintenance environment
• Positively reflects high quality performance standards of the organisation
• Thrives from targets being set
• Consistently maintains high level of performance.

If you have the relevant experience and are available straight away please apply with your most recent CV

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