Repairs - Senior Customer Resolution Officer

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Job description

• Repairs - Senior Customer Resolution Officer
• Public Sector - Local Government
• Temporary Role - 3 - 6 months, possible extension
• Full Time - Monday to Friday, 36 hours per week
• 150 per day Umbrella
• Hybrid Working - 3 days in office (Croydon), 2 days at home.

Purpose of the Role:

• The Property team are responsible for the delivery of excellent repairs and maintenance services to all Croydon residents this will include day to day reactive repairs, managing of contracts and contractors, complaint handling, issue resolution, empty homes, disrepair, and general surveying duties.
• In this role you will provide proactive and reactive case management and customer service support to the repairs service, back office, and operational staff.
• You will Act as case investigation support for disrepair (ADR) cases, complex repairs cases in providing the back-office support to other repairs staff and to the other housing sections. The key output is to ensure the accurate diagnosis of disrepair cases to Council properties, and to provide an efficient and effective response to follow up enquiries regarding the progress of outstanding works and issues.
• The post holder will act as a liaison between front line and back-office services for the repairs partner and other Council departments, to ensure effective communication and efficient responses to customer queries.

Duties:

• Provide and administration service for complex case investigations
• Collate information required in line with the Disrepair Protocol
• To assist in identifying issues requiring a management input to ensure that effective solutions are developed and implemented.
• To visit residents and check repairs.
• To work with the business partners to drive delivery of key performance indicators.
• To assist in identifying trends through analysis and reporting
• To participate actively in, taking responsibility for ensuring the delivery of service.
• Work closely with the delivery teams to ensure the works identified are completed in a timely manner
• Ensure site inspections are undertaken on request of customers and or stakeholders in line with SLA's and service requirements, act on oncome to ensure services are of a high quality and great customer experience.
• Ensure that contracts/works are delivered in a safe manner in line with current Health and Safety legislation.
• Ensure that contractors provide value for money through checking of invoices and valuations, undertaking post inspection as required.
• Ensure open/outstanding works orders are managed as per the agreed timescales/procedures in relation to contractors and liaise with direct team on customer general enquiries to resolution.
• Act on customer complaints and resolve at appropriate level in line with Croydon complaints policy
• Act on negative customer feedback and resolve quality issues with customer and supplier.
• Work closely with Tenancy Team to ensure that issues are managed collectively in resolving and dealing with customer issues

Knowledge & experience:

• Experience of property maintenance work, preferably gained within housing, that has included undertaking, managing contracts and performance, property inspection, diagnosing common property defects and supervising the work of construction contractors and consultants
• Excellent record keeping skills (ability to accurately & clearly record information as well as maintain organised and efficient systems)
• Excellent customer care skills & handling complaints
• Excellent record keeping skills (ability to accurately & clearly record information as well as maintain organised and efficient systems)
• A sound knowledge and understanding of building and health and safety at work legislation.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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