Repairs Officer Level 3

Job Role: Repairs Officer, Level 3

Location: London, N1

Pay rate is 19.54 per hour PAYE

Duration: 3+months

Role Details - Mon-Fri 9am-5pm, 1-hour unpaid break, Hours: 35hrs per week

Paid on a weekly basis

Responsibilities

• Use first line diagnostic abilities and thorough understanding of repairs processes to provide effective support functions in responsive repairs for the operational businesses.
• Recognise work that falls outside of responsibilities and cases that would be categorised as complex, as well as what and when to escape to senior staff.
• Oversee and progress all repairs within internal systems to ensure that repairs progress effectively and that proactive steps are taken to complete repairs as quickly as possible and to a high standard.
• Address customer enquiries and concerns, ensuring all updates and interactions are recording on the systems.
• Own and administer all marketplace activity associated with quote review, acceptance and oversight.
• Ensure that completed works are accurately reviewed against the specification of works before being progressed for payment. Work with all stakeholders and contractors to ensure all KPI's are met, managing competency in line with Building Safety legislation.
• Assist in the processing of invoices for payment through in-house systems by checking invoices are correct and ensuring work is complete before payment.
• Review contractor requests for variances and challenge as appropriate to ensure value for money, and a positive repair journey for our residents.
• Support the team with regular cost and quality audits for all aspects of repair works.
• Interact with customers and colleagues to understand their repair needs and expectations and embed this into the service you deliver. Follow up with residents to ensure satisfaction with completed repairs.
• Provide a review and rating for all completed jobs. Feedback to managers on any issues identified as part of monitoring of repair related tasks and flag any issues for escalation as part of performance monitoring.
• Assist your manager and team by providing timely business information on region specific repair data and with exporting necessary repairs reporting information as an overview of team performance.
• Support the regional teams to manage a reliable, trusted and responsible repairs service. Working with colleagues in the relevant regional teams to ensure all stakeholders are kept informed of works being carried out.
• Provide relevant telephone support as needed, liaising with colleagues, contractors and third-party providers as appropriate.
• Keep residents and other stakeholders up to date with regular communication, tailored based on the complexity of the case and the technical knowledge of the audience.

Skills and Experience

Experience of developing and running administrative systems and processes.

Financial understanding of SOR codes and quote variation - SOR's are part of diagnosing repairs and are a standard set of rates that are used across repair contracts that repair officers at level 3 would be expected to understand and be able to use.

No access process - there is a standard operating model of 3 no accesses and a job to be closed - Level 3 would be expected to already know this and how to apply this

Tenure understanding or Permanent housing, temporary housing, Leasehold, Managing Agents - all of these are tenures that exist in various housing organisations, and they have their own basic rules - leasehold for example carry out their own internal repairs to their property - we would expect that level 3 have an understanding of all these tenures.

Highly organised and experience of managing conflicting priorities in a busy office environment.

Experience in working in a customer service environment.

Experience of providing performance monitoring and commentary against business targets.

Experience working to meet key performance indicators.

Good understanding of the relevant legislation, statutory and regulatory requirements.

Customer focused mindset.

Good spoken and written English

Effective IT skills including basic/intermediate MS Office skills.

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