Customer and Disrepair Lead

We're seeking a dynamic individual to step into the role Customer and Disrepair Lead within the Housing Reactive Repairs Team. The ideal candidate will play a crucial role in supporting the Housing Repairs Department by overseeing disrepair claims, conducting complaint investigations, and efficiently managing and coordinating the scheduling of parts from contracted merchants/stores.

The role will also involve supporting the management of the Scheduling and Administration team for Reading Borough Council, when required.

About the role

To manage disrepair claims. To ensure all works are scheduled and carried out in expected timescales and to the satisfaction of the tenant and associated parties.

• Manage disrepair claims.
• Ensure all works are scheduled and carried out in expected timescales and to the satisfaction of the tenant and associated parties.
• Assist the Housing Repairs Department with customer complaints, Members of Parliament enquiries, Councillor enquiries
• Manage and co-ordinate the scheduling of parts required from the contracted merchant/stores.
• Identify parts outstanding and any delays in the provision of parts supplied.
• Liaise directly with tenants to coordinate and schedule parts required.
• To support and work with Back Office Administration Team if required.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.
Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading

Drive Efficiency - create an environment in which resources are used efficiently and employees’ skills are developed and used effectively

Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential

Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity

About you

• Experience in a customer facing team providing a service to the public
• Strong organisational skills with the ability to prioritise tasks and manage diverse responsibilities effectively
• Hands-on involvement in a quality assurance or audit position, demonstrating a robust background in ensuring and maintaining high standards
• Excellent communication and interpersonal abilities to liaise with team members, clients, and stakeholders.
• Experience in parts coordination, encompassing tasks such as ordering, scheduling, and booking jobs with residents within a social housing setting
• Adept at extracting information and analysing the data
• Proficient in report writing and complex investigations
• Familiarity with repair operations and contract management is advantageous

Our offer

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.

• A competitive salary alongside a range of benefits including:
• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 33 days after 10 years' service, with the option to buy additional leave
• A wide range of flexible working opportunities
• Modern working environment at Bennet Road, Reading
• Local Government Pension Scheme (LGPS)
• Life Assurance - three times your annual salary (for members of the LGPS)
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

To arrange a confidential discussion on this position please contact recruitment@reading.gov.uk

Closing Date: 8th February 2024

Interview Date: To be confirmed

Please note that the closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and return your application as soon as possible

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.