Repairs Customer Coordinator

Repairs Customer Coordinator
Brent
Job Role
Represent the council by providing first contact resolution to customers; maintaining the highest standards of customer care at all times and ensuring our customers' homes safe, sound and in good repair.
Provide a proactive, professional, customer focussed support service for repairs and compliance administration duties.
The aim for the repairs coordinators is to be one step ahead of the customer at all times, pre-empting their queries with timely updates either through system records or direct communications.
To carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers.
Accountabilities and Responsibilities:
To provide excellent customer service, responding to all queries and managing inbound and outbound calls in a professional manner.
Book post inspections with customers for all service areas and follow up on real time repairs feedback.
Coordinate bookings and appointments to ensure smooth progression of repairs works in multi-agency setting. Ensure records are kept up to date and information circulated to all relevant stakeholders in a timely manner.
Provide contract management support for repairs team including managing quotes and approving works orders. Focus on building strong relationships with repairs contractors.
Manage all administerial duties with high attention to detail and strong organisational skills - not letting anything fall through the gaps.
Liaise with contractors and clients at local level, attending and minuting meetings as and when required.
Assist with complex repairs projects, ensuring that agreed outcomes are delivered on time, within budget and to the expected standard. Monitor the progress of the project and raise any issues with Repairs Manager.