Repairs Advisor

The Salvation Army UK and Ireland Territory; Leeds; On-site; GBP 24,000 - 30,000; Full time

Job summary

The Salvation Army UK and Ireland Territory is seeking a Repairs Advisor to join the Property Helpdesk in Leeds. You will be the first point of contact for enquiries and repair requests across our properties, triaging, liaising with customers and contractors, and guiding each case to completion with high standards of service.

Working with Estates Managers and the wider Property team, you will coordinate reactive repairs, raise purchase orders, monitor progress, and provide timely updates while

Qualifications

• Experience working with customers at all levels and a commitment to excellent customer care.
• Ability to organise workload, manage multiple enquiries and use IT systems to record and retrieve information.

Responsibilities

• Act as first point of contact for Property Helpdesk enquiries within your geographical area.
• Coordinate reactive repairs with customers, contractors and colleagues to achieve timely resolutions.
• Raise purchase orders and support approval process for repair-related expenditure.
• Maintain accurate, up-to-date records in the Property database and support reporting on outstanding works.
• Monitor contractor performance and escalate issues when necessary.
• Carry out customer satisfaction surveys by telephone, email or IT systems.

Skills

Customer service

Helpdesk coordination

Effective communication

Prioritization

Tools

Planon

Property database

Job description

Working hours: Minimum 35 hours per week, working a minimum of 40% across each month in the Leeds offices

Interview Date: To be confirmed

Are you customer-focused and confident managing a busy helpdesk environment? The Salvation Army is looking for a Repairs Advisor to join our Property team and help provide an excellent repairs and enquiries service to colleagues, occupiers and managers across our properties.

In this role, you will be the first point of contact for enquiries and repair requests received through the Property Helpdesk. You will triage requests, liaise with customers, contractors and colleagues, and manage each enquiry or repair through to a satisfactory conclusion. From initial contact through to completion, you will take ownership of the process and ensure a high standard of customer care is delivered throughout.

About the role;

As part of the Property Helpdesk team, you will support a specific geographical area while also working collaboratively with colleagues across the UK. You will help manage reactive repairs, coordinate information, progress requests and ensure accurate records are maintained within the Property database.

You will work closely with Estates Managers, contractors and the wider Property team to help ensure repairs are progressed effectively, risks or delays are identified, and customers receive timely updates. This is a varied role that requires strong communication, good judgement and the ability to manage multiple priorities in a busy service environment.

Key responsibilities

• Act as the first point of contact for Property Helpdesk enquiries within your geographical area, managing requests from initial contact through to close-out.
• Coordinate reactive repairs by liaising with customers, contractors and colleagues to achieve timely and effective resolutions.
• Seek and manage quotations for works, following agreed approval and expenditure processes.
• Raise purchase orders and support the approval process for repair-related expenditure.
• Maintain accurate, up-to-date records using the Property database and support reporting on outstanding works.
• Monitor contractor performance information and elevate issues where supplier performance falls below expectations.
• Carry out customer satisfaction surveys by telephone, email or IT-based systems.
• Work collaboratively with colleagues across the Property Helpdesk, providing cover where needed to support service continuity.
• Attend occasional Matrix Region meetings, which may involve funded overnight travel.
• Undertake a minimum of two days each year working with the Mission function in a local setting.

About you;

You will bring experience of working with customers at all levels and a strong commitment to providing excellent customer care. You may already have experience in a property, maintenance or repairs environment, but most importantly you will be confident handling enquiries, coordinating information and communicating clearly with a range of people.

You will be able to organise and prioritise your workload, manage multiple calls and enquiries, and use IT systems confidently to record and retrieve information. Experience of working with contractors or using property databases would be helpful, and knowledge of Planon would be advantageous.

You will also need to be willing to work within, be sympathetic to, and promote the Christian ethos and values of The Salvation Army.

Appointment will be subject to satisfactory references and evidence of your Right to Work in the UK in line with Home Office requirements. As we are not a licensed sponsor, applicants must already have the right to work in the UK. Details on how to prove your Right to Work can be found here.

The Salvation Army actively promote equality of opportunity for all with the right mix of talent, skills and potential, and we welcome applications from a wide range of candidates, including those with criminal records.

Please note that any Salvation Army employees who are under notice of redundancy and apply for this position will be given priority consideration.

We reserve the right to close this advert earlier if we feel that we have received sufficient applications.

Promoting equality in the workplace and as a disability confident leader scheme employer, we guarantee to interview all disabled applicants who meet all the minimum essential criteria for the vacancy.