Major Repairs Support Officer - London, United Kingdom - Wandle Housing Association Ltd

Wandle Housing Association Ltd

Verified Company

London, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The officer is responsible for the effective oversight of the Repairs, Void and Disrepair Teams trackers and Surveyors Diaries.

The role supports the maintenance surveying team in the mitigation of damp & mould issues and to provide effective reporting of the outcome of actions and costs.

The officer will assist the teams to deliver to the agreed service levels and allows them to maximise their productivity and efficiency.

A day in the life:

You will:

Assist the maintenance surveyors in the efficient management of the voids process. Maintain the voids tracker and ensure all statutory certification is in place. To ensure that EPCs are valid and where necessary, arrange new certificates.
Support Surveyors and Disrepair Legal Teams to ensure responses to legal questions and reports are submitted within timescales agreed.
Coordinate delivery of damp and mould mitigation projects (PIV). Maintain the damp and mould database and review and report to the maintenance manager outcomes and feedback from customers.
Coordinate and manage surveyors' diaries and ensure all survey requests are actioned.
Liaise with maintenance surveyors in the management of insurance claims (fire / flood, structural damage) and attend weekly progress meeting and coordinate appropriate response.
Manage the Major works inbox. Assist with nonroutine correspondence, formulate replies for approval and dealing with routine correspondence on own initiative, designing, maintaining, and updating standard letter, files and reports where necessary.
Collaborate with maintenance surveyors in the management and resolution of NHBC insurance claims. Ensure that affected customers are kept informed of progress on a regular basis.
Coordinate the delivery of major repairs and referrals from the repair's teams. Work in collaboration with surveyors in obtaining and reviewing quotations and referring properties for options appraisal in line with policy.
Schedule, plan, and hold regular contract meetings. Ensuring contractors provide all the necessary update information. Preparing agendas and associated papers for a variety of meetings. Ensuring all information is distributed in a timely manner.
Generate reports from Excel spreadsheets, to assist in the monitoring and progress of projects and core activities. Provide monthly updates on status of voids, WIP, major repairs, insurance claims and NHBC claims.
Assist surveyors for entry of specification of works and orders on relevant repairs platforms.
Raise payment orders on P2P.
Ensuring void property repairs are completed in line with KPIs through the allocation of resources.
Liaise with residents, contractors and customers to achieve excellent customer service and KPIs.
Ensure all work is carried out in line with Data Protection and other appropriate legislation.
Be supporting staff and ensuring the effective and efficient delivery of excellent customer focused services.

What you'll need to have:

Experience, Knowledge, Understanding:

An instinctive and practical understanding or what constitutes excellent customer care, how it can be measured and improved and a commitment to delivering it
Experience working in a deadline driven environment
An understanding of the disrepair process, void standards and damp & mould
Experience using common sense, intuition, and resourcefulness to successfully solve problems
Knowledge/experience of housing, repairs or a related discipline
Strong understanding of the mechanics of Microsoft Excel and the ability to draw off complex reports, pivot tables graphs from raw data
Experience of dealing with customers
Ability to maintain accurate records
Good verbal, listening and written communication skills

Qualifications:

Educated to GCSE level or equivalent
Good levels of literacy and numeracy

What next?

If you want to be part of a winning team that takes pride in delivering excellent customer service to our customers and believe you have the skills and experience to be successful in this role, we would love to hear from you.

Interviews will be held the week commencing 10 April 2023.

Please also note that ahead of the final stage interviews you will be asked to undertake a number of online tests/assessments.