Repairs Coordinator

To receive repair and maintenance requests from members of the public and others whether over the phone or by other means and to plan for the necessary work to be undertaken. To operate the Housing Repairs Service scheduling system effectively and allocate work to Housing Maintenance Operatives to deliver appointments to tenants requesting repairs. To ensure that all data relating to individual repairs is recorded fully and accurately on the relevant IT systems.,

• Receive calls from or on behalf tenants reporting maintenance issues. To record these reports and arrange an appropriate appointment for the works to be undertaken. Identify if the repair is an emergency and ensure a rapid response is provided.
• Advise tenants and others when repairs issues are not the responsibility of the council and offer basic advice on how repairs could be addressed.
• Check the availability of resources, to ensure appointments that have been made can be kept, and if not liaise with customers to make alternative arrangements.
• Deal with distressed or angry customers in a polite and professional manner.
• Handle sensitive customer information relating to data
• Communicate with operatives, Area maintenance Lead, Voids Manager and Housing Quality Officers, and other services to ensure a smooth and efficient service
  
  Commitment to high levels of Customer Service
• High levels of interpersonal skills, ability to influence colleagues and customers.
• Ability to work well with a diverse range of people including colleagues, councillors and members of the public.
• To deal with angry and distressed customers
• Able to prioritise work and meet deadlines in a fast-moving environment.
• Commitment to team working and able to cover other areas when necessary
• IT Literate
• Ability to prioritize work and meet deadlines in a fast-moving environment.
• Ability to work on own initiative and as part of a team
• Communicate (both verbally and written and face to face) with a wide range of customers, stakeholders, Local Member, and staff in an understanding, clear and concise manner. To meet the needs of customers where possible, giving clear explanations.