Job Description

Hours \xe2\x80\x93 Monday \xe2\x80\x93 Friday, between 8am \xe2\x80\x93 5pm as agreed Immediate start available Home based with occasional visits to Manasty Road Offices, Peterborough We have a fantastic opportunity to join a friendly and welcoming team in the role of Repairs Service Co-ordinator. This is a fast paced and analytical role where no two days are the same. We are looking for someone who will provide high standard of customer service to a wide range of customers. You will be proficient at actively listening to understand clearly the details of each contact made to us. You will assess and process customer contact emails and telephone calls for repairs as cost effectively and efficiently as possible. Our Repairs Service Co-ordinator will work closely with \xe2\x80\x93 and audit the jobs of - the CKH outsource partners to ensure that repairs are carried out to agreed time, quality and budget standards. Key Responsibilities

• Using housing repairs knowledge, respond to telephone calls and emails from a wide range of customers relating to a variety of housing repair and maintenance issues by actively listening to the content of the calls, understanding the specific circumstances and \xe2\x80\x93 based on information gathered \xe2\x80\x93 diagnosing the repair and assigning it to the appropriate third party contractor for action, ensuring that repairs are coded correctly so that the repairs are charged to the correct budget cost code.
• To advise customers of their repairs-related responsibilities, depending on the nature of the tenancy, ensuring \xe2\x80\x93 where relevant \xe2\x80\x93 that the correct recharges are applied and managing customer expectations appropriately.
• To meet set targets and standards for the service, including timescales for answering telephone calls, responding to written communication and completing repairs, working in partnership with CKH\xe2\x80\x99s outsource partner.
• To liaise effectively with leaseholders on a range of matters affecting CKH properties.
• Be able to manage and respond to customer feedback in a timely manner as well as managing complaints sensitively and effectively to satisfactory resolution by taking ownership of concerns raised in line with CKH policy and procedures.
• Undertake audits of the outsource partners at job-level to assess quality and efficiency of each job against agreed standards, providing feedback to the outsource partner on a frequent basis.
• To manage the \xe2\x80\x98out of hours\xe2\x80\x99 tasks recorded by the outsource partner\xe2\x80\x99s call centre, on a daily basis to ensure that each job is genuine, requires action and approves the action being recommended.
• Using a number of IT systems, raise works orders and appointments ensuring that the correct codes, priorities and timescales are allocated in line with CKH repair guidelines.
• To make appointments for third party contractors, CKH Estate Rangers and Project Surveyors, updating their calendars, keeping customers informed of progress, ensuring works and inspections are completed within target dates to agreed standards.
• Be able to identify, recommend and champion new and improved ways of working to enhance the customer service experience and our internal CKH\xe2\x80\x99s processes.

Essential Criteria

• Experience of working within a busy, customer-focused environment.
• Experiencing of applying sound judgement and common sense to resolve customer queries.
• Experience of dealing with customer complaints or managing conflict effectively.
• High standard of written and oral communication and the ability to interact with a wide range of customers.
• Strong administrative skills; accurate and speed with high standard of attention to detail.
• Ability to deal with a high volume of call and tasks.
• Maths and English \xe2\x80\x93GCSE Grade 4 and above / Grade C and above
• Willingness to undertake and maintain a basic DBS check.

A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion. Our dynamic approach has made us one of the region\xe2\x80\x99s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we\xe2\x80\x99re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we\xe2\x80\x99ll continue to grow our business in today\xe2\x80\x99s fast-paced operating environment. There\xe2\x80\x99s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too. You can find out more about us and the services we offer our residents on the CKH website.

Members of the National Housing Federation, PlaceShapers, Homes for Cambridgeshire and Peterborough, the CBI and BuildEast.