Coordinator - Disrepair

Salary: £25,936.00 - £30,000.00 Per year

Overview

We have an opportunity to join Sovereign Network Group (SNG) as a Coordinator - Disrepair within our Property Services team. You'll be based from our office in Hertfordshire. This role will combine office and home working to ensure a positive work/life balance.

SNG provides over 85,000 homes and invests in communities across London and the South of England - our purpose is to provide quality affordable homes and places that people love for generations.

Responsibilities

• Support delivery of London and Herts responsive repairs and maintenance service through effective management of disrepair works and projects.
• Support SNG's adherence to the disrepair protocols and legislation.
• Act as first point of escalation for internal and external stakeholders, ensuring effective case management and meeting customer needs.
• Ensure that customers receive an excellent responsive repairs service through good quality communication and effective contractor management.
• Work closely with Property Services team and management to deliver complex repairs in a standardised process throughout the localities model.
• Maintain disrepair cases processes, ensuring tracker and systems are updated accurately to maintain compliance with disrepair protocols and legislation.
• Schedule and allocate surveyor inspections, ensuring that systems are updated accurately and within an appropriate timescale.
• Support surveyors with the administration of any actions resulting from inspections.
• Work closely with Commercial team to ensure financial standing orders are complied with and value for money is always achieved.
• Ensure proactive and good quality communication with internal and external stakeholders, delivering quality relationships.
• Effectively manage customers, ensuring timely and good quality communication, identifying specific needs or vulnerabilities and accommodating them.
• Act as first point of escalation from internal stakeholders and contractors, mitigating risks and completing follow on actions.
• Proactively work on high risk cases to prevent escalation to complaints or disrepair process.
• Effectively manage contractor workloads to meet contractual targets and provide high standard of services.
• Manage caseload on Customer Hub (MS Dynamics) to ensure cases are actively managed and closed within an appropriate timescale.

Qualifications

• Excellent communication skills.
• Previous experience in providing excellent customer service to customers.
• Ability to build positive and constructive working relationships with colleagues and contractors.
• Ability to manage competing priorities.
• Excellent organisational skills and ability to repeatedly prioritise workload.
• Work well under pressure in a fast changing environment.
• Good level of proficiency in Microsoft applications such as Word, PowerPoint and Excel.

Benefits

• 25 days holiday + bank holidays (with an extra day every year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• 3 additional wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and life cover at 4 salary.
• Enhanced maternity/paternity/adoption pay.
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including gym memberships and access to a 24/7 virtual GP service.

Equality, Diversity & Inclusion

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.