Job Responsibilities
1. Act as a liaison with other departments, particularly managers in housing services, to ensure customers have a joined-up and positive customer experience.
2. Support and/or respond to complaints, including Members and MPs enquiries, taking a proactive approach to resolving issues fairly and in line with policy.
3. Manage and deliver a high-quality, customer-focused Repairs service efficiently for SMBC repairs housing stock and tenants. This includes managing daily performance for Damp & Mould works in line with Awaab's Law, and overseeing Housing disrepair jobs (HDRs), including monitoring and liaising with legal teams.
4. Provide comprehensive Repairs advice, prevent delays in service, and collaborate with various bodies such as housing management, capital teams, urban design, tenant contact centre, housing hub, tenants, emergency services, MPs, councillors, senior management, contractors, training providers, and suppliers.
Essential Requirements
* Experience working to health and safety standards in the workplace and on-site locations.
* Knowledge of current issues affecting council, social, and private sector housing.
* Legislation knowledge around Awaab's Law, specifically related to Damp & Mould works.
* Willingness to undertake further technical and management training to comply with relevant legislation.
* Ability to deliver quality customer service based on a thorough understanding of needs. Ensure standards are cascaded to team members and proactively address service gaps.
* Hold a Trades qualification NVQ Level 2 or equivalent. Willing to pursue a Level 3 qualification in Management.
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