Housing Repairs Co-ordinators

Key responsibilities

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

1. To diagnose repairs accurately, raise orders on IT systems to contractors and book appointments.

1. Experience of working in a contact centre answering high volume of calls to ensure targets are met.

1. 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.

1. Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.

1. 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.

1. To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.

1. To deal with customer complaints in accordance with the Complaints procedure and to escalate cases to Team Leaders as appropriate.

1. 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 area.

1. To contribute towards the overall service objectives and targets of the Housing Repairs Services Team.

1. To comply at all times with the Code of Conduct.

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

1. To contribute to reviews of working practices and readily adopt new ways of working.

1. To comply with Islington Council’s core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way all duties are carried out.

1. Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.

1. Carry out duties and responsibilities in accordance with the Islington Council’s Health and Safety Policy and relevant Health and Safety legislation.

1. At all times carrying out responsibilities/duties within the framework of the Islington Council’s: Dignity for all Policy.

1. At all times carrying out responsibilities/duties within the framework of Islington Council’s Equality & Diversity Strategy.

1. To complete working hours as agreed with the line manager.

Criteria description

Knowledge of the main issues affecting social housing.

ITQ2 or equivalent Information Technology skills.

Minimum of 1 years’ experience of working within a responsive repairs environment and housing management systems.

Experience of dealing with all aspects of building maintenance / repairs in a busy environment

Experience of processing customers’ repair requests methodically and accurately within the appropriate policies, procedures and guidelines meeting tight deadlines.

Criteria description

Typing speed 30 word per minute with good attention to detail

Ability to problem solve and diagnose repairs accurately.

Excellent Customer Care skill, experience of working with members of the public, and the ability to handle difficult situations in an open and honest manner.

Excellent communication skills and the ability to liaise with various internal and external parties.

Ability of working in a team and contribute to the team’s overall performance.

Ability to demonstrate accountability and a positive attitude to your responsibilities as an employee of Islington Council.

Take personal responsibility for self-development; to equip self with skills required to cope with changes in ways of working and keeping abreast of organisational changes.