Repairs Co-Ordinator

Job Advert

Repairs Co-Ordinator

£29,000 - £32,000

Permanent, full-time

Feltham

About Lampton Group

Lampton Group was established by the London Borough of Hounslow in 2012 with the objective of trading local authority functions in order to generate financial surpluses and return those to the council. Our companies represent a bold, new and ambitious approach by a London Borough. It is made up of five distinct business areas:

Services - Recycle - Greenspace - Leisure - Homes

Underpinning everything, we do are our values – Customer First – One Team – Respectful – Energised. Everything we do aims to align to our values and strategic ambitions.

About the role:-

• The repairs coordinator serves as the primary point of contact for residents contacting Lampton Homes for repairs, providing administrative support to the repairs service and handling all repair-related communication (calls/emails/post/face2face).
• Responsible for scheduling, documentation, and maintaining records. Additionally, they act as a mediator between tenants and the property management team. This includes receiving repair requests, providing updates on the status of repairs, addressing inquiries, and handling any concerns or complaints.
• The repairs coordinators play a crucial role in fostering positive relationships and ensuring customer satisfaction throughout the repair process. They also collaborate with tenants to gather feedback and resolve any concerns related to repair work. The plan is for the coordinator to play a vital part in the acquisitions process.

Key Responsibilities include:-

• To liaise with residents, colleagues, managers, external contractors and suppliers for Lampton Homes to ensure the delivery of repairs is effectively delivered to the required targets.
• Carryout daily processes such as raising repairs, diary planning, daily run sheets, task dispatch, appointments management, repairs complaints handling.
• The ordering and payment of materials for the delivery of the service.
• Monitor and report on productivity of the inhouse repairs and voids teams through relevant systems.
• Respond to residents’ queries, complaints and compliments - remaining courteous, professional and cooperative at all times.
• Use of CRM, Capita, DRS, Open Contractor and Service Connect and other relevant software.
• Take responsibility for the health and safety activities applicable to the post as set out in Lampton Homes statements and ensure that relevant Task Specific Risk Assessments are available for tasks such as Work at Height, Electrical, COSHH and Manual Handling.
• Coordination and liaison with of the Out of Hours (OOH) emergency repairs services.
• Work closely with the Repairs and Voids managers to deliver an excellent service to the residents of Lampton Homes.
• Support Lampton Services with booking in appointments and no access issues.
• Validate data to be used within pyramid and associated software.
• To assist with the investigation and responses to complaints, councillor enquiries and insurance claims
• Undertake any other duties consistent with the basic objectives of the post.

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Criteria:

• Strong interpersonal skills with the ability to communicate effectively with residents, contractors, and internal teams.
• Proven organisational and administrative skills, including the ability to schedule repairs, maintain documentation, and keep accurate records.
• Excellent verbal and written communication skills, capable of providing clear and concise updates to residents and internal stakeholders.
• Ability to handle repair-related communication through various channels, including phone, email, in-person, and written correspondence.
• A proactive and solutions-oriented approach to handling repair requests and resolving issues.
• Capability to mediate between tenants and the property management team, addressing inquiries, concerns, and complaints effectively.
• Ability to work collaboratively with internal maintenance teams and external contractors to schedule and coordinate repairs efficiently.
• Flexibility and adaptability to work in a dynamic and fast-paced environment.

Desirable Criteria:

• Familiarity with the property management sector, including an understanding of common and complex repair issues and maintenance processes.

• Previous experience using property management software, such as Pyramid.
• Experience in gathering resident feedback and implementing improvements to enhance the repair process.
• A commitment to continuous improvement and contributing positively to the overall customer experience.

Competencies

Essential :-

• Experience in call handling and front-line service environment
• Experience in working with customers on a frontline service dealing effectively with complaints and resident queries.
• Good IT knowledge, including spreadsheets, networking and databases packages, databases and spreadsheets.
• Able to manage and prioritise workload balancing organisational, and service led demands, working under pressure and quickly.
• Productive with a drive for customer excellence, showing empathy, patience and understanding of customers’ needs and requirements.
• Collect, record, maintain and report data intelligently using appropriate systems/methods in accordance with GDPR regulations.
• The ability to take responsibility for your own productivity whilst working as an active team member.
• An understanding of systems and administration required for delivering a responsive repairs and voids service for public housing.
• Experience of working in partnership with contractors, supplier and frontline services

Desirable

• Ability to train staff on software and systems used to deliver repairs and maintenance services in a housing environment.
• An understanding of the construction industry, including trades, materials, processes and safety
• Ability to train staff on software and systems used to deliver repairs and maintenance services in a housing environment.

In return Lampton Group will offer you

Holiday Allowance – Relax away from work with a generous annual leave entitlement.

Enhanced maternity leave – However you become a new mum, we offer up to 52 weeks’ leave after the birth or adoption of your child, and the option of a phased return over 3 months.
Paternity Leave – We offer new dads 2 weeks leave after the birth or adoption of your child.
Pension Scheme - Save for your retirement by joining our optional company pension scheme which consists of equal 4% Employer / 4% Employee contributions.
Refer a Friend – If you have a friend who is looking for a new opportunity you could earn up to £250 for each new employee referred (T&C’s apply)
Staff wellbeing services - We want to keep you happy and healthy at work. Our wellbeing services include access to Occupational Health, online GP and the Employee Assistance Programme.
Flu Jabs – All Employees are eligible for a flu jab voucher.
Eye care vouchers and support towards glasses – All Employees are also eligible for eye care vouchers and financial support toward buying a new pair of glasses.
Employee benefits portal – Each month you’ll be able to shop, eat or go out for less. Our benefits portal offers various discounts and benefits across a range of companies
Gym Membership – Keeping fit has never been easier for Lampton Employees. We offer our top-level gold membership to our Lampton Leisure sites, available to every employee of the Group.
Cycle to work scheme – Live nearby and want to cycle to work? Once you’ve passed probation you can save money on a new bike with our cycle to work scheme.
Electric Car salary sacrifice scheme – If you’re looking for a brand-new EV that comes with financial incentives like 2% BiK and 100% ULEZ and Congestion Charge discounts (in 2023/24), look no further. Our company Electric Car salary sacrifice scheme is available to employees after passing probation.

Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.

Diversity, equity, and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process.