Coordinator - Repairs

Sovereign Housing Association Limited; East Hertfordshire; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading housing association is seeking a Coordinator - Repair for their Property Services team in Hertfordshire. The successful candidate will support the delivery of repair and maintenance services, manage relationships with stakeholders, and ensure that customers receive excellent service. Key skills include effective communication, customer service experience, and the ability to work in a fast-paced environment. The role offers a mix of office and home working for a sustainable work/life balance.

Benefits

25 Days Holiday + Bank Holidays

Flexible benefits package

Matched pension scheme up to 12%

Generous maternity/adoption pay

Private medical insurance options

Wellbeing discounts

Qualifications

• Ability to build positive relationships with colleagues and contractors.
• Capability to work under pressure in a fast-changing environment.

Responsibilities

• Support delivery of responsive repairs and maintenance service.
• Manage case escalations for internal and external stakeholders.
• Ensure excellent communication with SNG customers.

Skills

Excellent communication skills

Customer service experience

Organisational skills

Proficiency in Microsoft applications

Ability to manage competing priorities

Data analysis proficiency

Job description

We have a great opportunity to join Sovereign Network Group (SNG) as a Coordinator - Repair 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.

It's an exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.

The Role

You will support delivery of the London and Herts responsive repairs and maintenance service through effective management of workbook to ensure that locality targets are consistently met. Act as first point of escalation for internal and external stakeholders, ensuring that effective case management is undertake and the customer needs are met.

The role will ensure that SNG customers receive an excellent responsive repairs service through good quality communication and effective contractor management.

Key responsibilities

• Work closely with Property Services team and management to deliver a high standard responsive repairs service within a localities model
• 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 that financial standing orders are complied with and value for money is always achieved
• Ensure effective management of relationships with internal and external stakeholders, ensuring proactive and good quality communication is always delivered
• Effective management of customers, ensuring timely and good quality communication is maintained, any specific needs or vulnerabilities are identified at the earliest stage and accommodated for as appropriate
• Manage and report on responsive repairs works in progress (WIP) on a locality basis and ensure your locality performance meets corporate targets
• Effectively manage aged WIP and any high-profile repairs (e.g. complaints), and support internal teams as required
• Proactively work on high-risk cases to prevent escalation to complaints or disrepair process
• Effectively manage contractor workloads to ensure that they are meeting contractual targets and providing a high standard of services to our customers

What we need from you

• 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 competition priorities
• Excellent organisation skills and the ability to repeatedly prioritise workload
• Ability to work under pressure in a fast-changing environment
• Good level of proficiency in Microsoft application such as Word, PowerPoint and Excel
• Good level of proficiency in analysing and interpreting data

Your 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 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• 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

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.

If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!