Temporary Repairs & Operations Coordinator (Housing)
Reference no: Bournemouth 5257160
Pay Rate: £12.59 per hour PAYE
37 hours Monday – Friday, 08:30 - 16:30
This opening assignment is for 8 months
City: BOURNEMOUTH
This role will be office based initially, moving to a mixture of office and working from home, following intensive training of 4 - 6 weeks.
The team is responsible for dealing with all customer contacts over the telephone, so an ability to demonstrate excellent communication skills is essential. The role includes managing telephone calls and emails from residents, diagnosing the repair required, and booking appointments. The candidate will be required to work under pressure and be able to use their own initiative to deal with a variety of challenging and difficult situations. A strong team player who is proactive and effective at delivering the best customer service.
Key Responsibilities:
1. Answering incoming telephone calls (within 5 rings) from multiple parties in a professional and efficient manner. Being proficient in the use of the Telecoms ICT system.
2. Deliver a consistently positive and courteous service to all repairs and maintenance enquiries. Take ownership of the customers/client’s enquiry or service request, listening actively to ensure all details are accurately captured. Monitor job through to completion or provide technical support to help rectify the customers/client’s situation over the phone.
3. Establish if there is a need to send a surveyor or a trade operative out and/or give assistance on how to prevent any further damage to the property or household contents. Convey accurate advice to customers/clients on the nature of their repair/enquiry. Ensure the customer/client is aware of actions that will be undertaken and fully aware of any actions the customer will need to undertake.
4. Raise all repairs and maintenance and facilities management calls on the appropriate ICT package, (Northgate Housing System / Technology Forge or Microsoft Outlook).
5. Offer and schedule a mutually convenient appointment to all customers/clients on first contact on the appropriate ICT package. (Kirona DRS & Kirona Job Manager or Microsoft Outlook) Ensuring that the trade operative is allocated the appropriate time to complete the repair on first visit wherever possible.
6. Prioritising emergency works and Right-to-Repairs over all other responsive repairs ensuring all Right-to-Repairs are attended to within Government timescale.
7. Issue responsive repairs to trade operatives by phone or through the Mobile Working ICT package Kirona Job Manager in ‘real time’.
8. Schedule (incoming/outgoing) cyclical repairs and maintenance on Kirona DRS by appointment within an appropriate timescale.
9. Soft Facilities Management, managing and scheduling meeting room bookings for various sites for all Corporate Clients. Ensuring that all meeting rooms booked for customers/clients on Technology Forge Room Booking System.
10. Coordinate and monitor trade operatives daily performance and workload, ensuring all trade operatives are working efficiently to maximise productivity for their client. (In-house Team/BBML)
Qualifications:
* Relevant academic or professional qualification
Experience:
* Proven experience in a coordination or administrative role.
Skills & Abilities:
* Exceptional organisational and multitasking skills.
* Strong communication skills, both verbal and written.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
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