Job Title: Repairs Advisor
Purpose : The key purpose of this role is to manage all enquiries and repair requests coming into the Property team via the Property Helpdesk.
You will triage enquiries, facilitate answers to queries and manage reactive repairs, all to the highest standard of customer care.From the time the call is answered to its satisfactory conclusion, you will take responsibility for the enquiry / repair request and manage it through to completion, including providing technical information or securing any approvals for expenditure.As part of a Helpdesk team, you are also part of a regional team covering a specific geographical area, thus requiring you to provide cover for colleagues in the rest of the UK as necessary.
You will...
- Be the first point of contact on the Property helpdesk within a specific geographical area, following through customer enquiries from initial contact to close-out whilst maintaining the highest levels of customer care.
- Manage reactive repairs on behalf of occupiers and managers of Salvation Army properties, including liaising with contractors, customers, and colleagues to secure an early resolution to the relevant repair to the satisfaction of the customer.
- Seek and manage quotations for works directly with contractors, including the seeking of approval to proceed in line with agreed processes.
- Secure approval for expenditure including the raising of purchase orders
- Carry out customer satisfaction surveys through either telephone, email, or IT-based systems.
- Be proficient in the use of a Property database to record, retrieve and analyse information relating to repairs or property matters.
- Work within a matrix management structure, specifically working with an Estates Manager, in the provision of an excellent property service to delight your customers.
- Proactively run database reports on outstanding works within your area in order to identify risks, delays or to progress chase works and to advise your Estates Manager of the same
- Be familiar with the KPIs for the contractors within your geographical area, feeding performance information to colleagues and ensuring a swift response to failures in supplier performance.
- Ensure that all database records are always accurate, up to date and in line with the Property Department's Data Strategy
- Work closely with, and provide cover where necessary, for other team members, thereby helping to ensure that calls are always picked up across the country.
- To undertake a minimum of two days working with the Mission function in a local setting per year
- To undertake other duties as requested by the Line Manager
You have...
- Experience of dealing and liaising with customers at all levels (internal and external)
- A proven track record and a passion for providing excellent customer care, ideally within a property setting
- Experience of working with contractors in the provision of a reactive repair service, employing excellent communication skills and securing an excellent standard of service
- Worked in a property or maintenance environment and gathered experience of handling multiple calls and enquiries at the same time.
- An understanding of basic property, technical knowledge, terminology and processes
- The ability to assess works quoted with regards to small reactive works
- Excellent communication skills, a mature communication style and the ability to work with others.
- Demonstrable ability to plan, organise and prioritise your tasks to effectively meet your objectives to the expected quality standards and time scales
- A proficiency with IT and experience of working with a property database
- A qualification such as CLAiT (level 2) or ECDL
What you need to do now
- Based in Leeds
- Real time career progression
- Hybrid working environment (2 days office, 3 days home working)If you're interested in this role
click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk