You will be responsible for investigating and managing disrepair claims and claims against the Environmental Act. You will be responsible for collating and analysing the information required in line with disrepair protocol and Environmental Act. Excellent communication skills will be required as you will be required to effectively communicate with solicitors, colleagues across the business and other stakeholders. You will also be assisting in identifying trends through analysis and reporting on these, to continuously improve performance. The role will also involve management of our pest control and actively communicating with customers to provide a resolution. Also included with this role, is the monitoring of the themes and insight captured from complaints, customer satisfaction and insurance claims, to ensure all learning outcomes are recorded to enable us to continually provide service improvement across our service areas.
Duties include
- Investigate and manage disrepair claims
- 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 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
- Identify trends through analysis and reporting for disrepair claims, EPA claims, complaints, customer satisfaction and insurance claims
You must have experience of working in a Housing Association
- Excellent communication skills including written, oral and interpersonal
- Ability to convey important messages through good presentation skills (oral, numerical and written)
- Excellent attention to detail • Strong analytical and problem solving skills
- Ability to prioritise workloads and meet deadlines
- Understanding of the Disrepair Protocol • Experience and knowledge of managing disrepair cases
- Knowledge of section 11 of the Landlord and Tenant Act 1985
- Experience in contract management
- Experience of managing complaints and customer satisfaction