Repairs Co-ordinator

Lampton Leisure; London Borough of Hounslow; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Annual pay reviews

Holiday entitlement (pro rata)

Free gym membership

Enhanced parental leave & pension

Discounts (Lampton Rewards & EE)

Staff wellbeing (GP access, EAP, tests

Cycle to work / electric car schemes

CPD training & career growth

Job summary

The Repairs Co-Ordinator at Lampton Homes, Feltham, coordinates repairs for residents, handling all communication and documentation. You will schedule repairs, track progress and liaise with tenants, property teams and contractors to ensure timely, quality service.

You’ll use CRM systems and property management tools, uphold GDPR standards, and support the acquisitions process while maintaining excellent customer relations and service delivery.

Qualifications

• Experience in call handling and frontline service.
• Experience dealing with resident queries and complaints.
• Good IT knowledge including spreadsheets and databases.
• Ability to prioritise workload under pressure.
• Data recording and GDPR compliant practices.
• Team player with focus on customer excellence.
• Experience with property management software such as Pyramid.
• Experience gathering resident feedback and implementing improvements.

Responsibilities

• Liaise with residents, colleagues, managers, contractors and suppliers to deliver repairs to targets.
• Raise repairs, diary planning, run sheets, dispatch tasks and manage appointments.
• Order and pay for materials for the service delivery.
• Monitor productivity of in-house repairs and voids teams using relevant systems.
• Respond to queries, complaints and compliments with courteous, professional conduct.
• Coordinate with OOH emergency repairs services and with Repairs/Voids managers.
• Use CRM, Capita, Clixifix, Pyramid, DRS, Open Contractor and Service Connect and related software.
• Ensure health and safety tasks and risk assessments are in place.

Skills

Call handling

Customer service

IT proficiency

Data reporting

GDPR compliance

Team collaboration

Prioritisation

Tools

CRM software

Capita

Clixifix

Pyramid

DRS

Open Contractor

Service Connect

Job description

Repairs Co-Ordinator

5 month FTC

Based in Feltham

40 hour week – Mon - Friday

£35,704 Pro Rata

About Lampton Homes

Lampton Homes helps create healthy, sustainable, and thriving communities by delivering exemplar affordable homes. We are part of the Lampton Group of companies. By providing high quality and value- for-money services, we generate profits that are reinvested back into the community via the London Borough of Hounslow.

Why join Lampton Homes?

• NJC Employer - Annual pay reviews and increases
• 24 days holiday allowance, plus bank holidays - an additional day per year for each completed years’ service, up to five years – Pro Rata
• Free gym membership
• Enhanced Maternity and Paternity leaveand Pension Scheme
• Exclusive Discounts - save with Lampton Rewards and EE mobile offers
• Staff wellbeing perks-online GP access, EAP, health testing, flu Jabs, and eye care vouchers
• Sustainability Perks - cycle to work and electric car salary sacrifice scheme
• Career Growth – CPD training, structured development, and leadership opportunities

About the Job

The repairs coordinator serves as the primary point of contact for residents contacting Lampton Homes for repairs, providing administrative support to the repairs service and handling all repair-related communication (calls/emails/post/face2face).

Responsible for scheduling, documentation, and maintaining records. Additionally, they act as a mediator between tenants and the property management team. This includes receiving repair requests, providing updates on the status of repairs, addressing inquiries, and handling any concerns or complaints.

The repairs coordinators play a crucial role in fostering positive relationships and ensuring customer satisfaction throughout the repair process. They also collaborate with tenants to gather feedback and resolve any concerns related to repair work. The plan is for the coordinator to play a vital part in the acquisitions process.

Key Responsibilities include:

• To liaise with residents, colleagues, managers, external contractors and suppliers for Lampton Homes to ensure the delivery of repairs is effectively delivered to the required targets.
• Carryout daily processes such as raising repairs, diary planning, daily run sheets, task dispatch, appointments management, repairs complaints handling.
• The ordering and payment of materials for the delivery of the service.
• Monitor and report on productivity of the inhouse repairs and voids teams through relevant systems.
• Respond to residents’ queries, complaints and compliments - remaining courteous, professional and cooperative at all times.
• Helping resolve Block Management issues.
• Use of CRM, Capita, Clixifix, Pyramid, DRS, Open Contractor and Service Connect and other relevant software.
• Take responsibility for the health and safety activities applicable to the post as set out in Lampton Homes statements and ensure that relevant Task Specific Risk Assessments are available for tasks such as Work at Height, Electrical, COSHH and Manual Handling.
• Coordination and liaison with of the Out of Hours (OOH) emergency repairs services.
• Work closely with the Repairs and Voids managers to deliver an excellent service to the residents of Lampton Homes.
• Support Lampton Services with booking in appointments and no access issues.
• Validate data to be used within pyramid/ Service Connect and associated software.
• To assist with the investigation and responses to complaints, councillor enquiries and insurance claims
• Undertake any other duties consistent with the basic objectives of the post.

Previous Experience and Skills Required:

Essential

• Experience in call handling and front-line service environment
• Experience in working with customers on a frontline service dealing effectively with complaints and resident queries.
• Good IT knowledge, including spreadsheets, networking and databases packages and spreadsheets.
• Able to manage and prioritise workload balancing organisational, and service led demands, working under pressure and quickly.
• Productive with a drive for customer excellence, showing empathy, patience and understanding of customers’ needs and requirements.
• Collect, record, maintain and report data intelligently using appropriate systems/methods in accordance with GDPR regulations.
• The ability to take responsibility for your own productivity whilst working as an active team member.
• An understanding of systems and administration required for delivering a responsive repairs and voids service for public housing.
• Experience of working in partnership with contractors, supplier and frontline services
• Familiarity with the property management sector, including an understanding of common and complex repair issues and maintenance processes.
• Previous experience using property management software, such as Pyramid.
• Experience in gathering resident feedback and implementing improvements to enhance the repair process.
• A commitment to continuous improvement and contributing positively to the overall customer experience.

Desirable

• Ability to train staff on software and systems used to deliver repairs and maintenance services in a housing environment.
• An understanding of the construction industry, including trades, materials, processes and safety
• Ability to train staff on software and systems used to deliver repairs and maintenance services in a housing environment.

Diversity, equity and inclusion are at the heart of what we value as an organisation.

Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process