What's involved with this role: JOB TITLE: Planner & Tenant Liaison Officer / Repairs Customer Service Officer REF: N Warwickshire 5279254 Pay rate: £14.82 per hour PAYE Contract Type: Temporary, Anticipated 3 to 4 months Working Arrangement: Assume office based In order to apply for this role you will have previous experience in a front line position within a customer service environment along with knowledge of housing repairs and sound general knowledge of building work. The role: On behalf of a local council, we are seeking a Planner & Tenant Liaison Officer / Repairs Customer Service Officer. As the Planner/ Tenant Liaison Officer plans, you will organise and appoint work for the Council's in house tradesman. You will provide high levels of customer care for local tenants to appoint and arrange jobs in their homes. It is essential that you have previous experience in a customer facing environment is essential as is being able to demonstrate high levels of customer care. Key Responsibilities: Accurately diagnose repairs and use the resources available to plan the work within the required timescales. Liaise closely with tenants to arrange access, explain and plan the work, discuss how it will be undertaken and deal with their enquiries. Be able to give technical advice to tenants about repairs and explain both the Council’s responsibilities and those of tenants Proactively support tenants as a first point of contact for them to co-ordinate access, explain how works will be delivered, address concerns and advise them how we can respond to their complaint. Closely communicate with and co-ordinate the in house workforce and contractors to ensure work is delivered to the required timescales. Support the in house tradesmen with systems of work and offer training as necessary for systems of work – including use of software systems. Fully utilise the software systems which support both the deliver of repairs and allow for the service performance to be monitored. This includes the software used to inform the service of repeat jobs. Schedule work for vacant properties, arrange for the gas supply to be turned off, utility companies to be informed and the Lettings Team to be kept informed. Closely monitor jobs in the system to ensure that they are completed in the required timescales. Address logistical challenges that are preventing the work being completed and, where necessary, raise issues with a supervisor/ manager. Ensure the systems of work (the scheduler; raising jobs; variations; completing jobs) are managed efficiently and effectively and, where necessary, raise issues with a supervisor/ manager. Update component information and place certificates against the premises as work is completed. Correspond with tenants to tell them about planned work, appointments or a decision to cancel a job. What the client is looking for: Previous experience in a customer facing environment is essential as is being able to demonstrate high levels of customer care. Knowledge of housing repairs and sound general knowledge of building work Sound working knowledge of the regulations for health and safety – including gas installations, electrical works, fire risk assessments, Legionella and asbestos management. Able to communicate clearly, concisely and courteously with, customers the public and other staff verbally and in a written format. Good customer services skills and able to help customers to resolve problems. Excellent organisational skills and the ability to plan and manage time and workloads. Evidence of ability to work under pressure and maintain acceptable performance. Able to analyse data to identify problems and solutions. Good IT skills, including Microsoft Office Products, databases and systems administration How to Apply Quote the Job Title and Reference Number in your application. Submit your CV in Word format. Applications are reviewed on a rolling basis—early submission is recommended. We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for. AD Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please.