Repairs Coordinator

Reccom Limited; Teddington; On-site; GBP 33,000; Full time

Job summary

An established industry player is seeking a Repairs Coordinator to enhance their customer service team. This full-time role is pivotal in managing repair processes, ensuring customer satisfaction, and collaborating with various stakeholders. The ideal candidate will possess exceptional customer service skills and the ability to work under pressure. You'll be responsible for keeping customers informed about their repair status, managing budgets, and improving service performance through data analysis. Join a dynamic team that values collaboration and customer focus, and play a key role in delivering high-quality repair services.

Qualifications

• Experience in customer service and digital systems is essential.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Act as the main contact for repairs, updating customers throughout the process.
• Oversee escalated repair cases and ensure effective resolution.

Skills

Brilliant Customer service

Working well under pressure

Digital systems including CRM

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Repairs Coordinator
Salary: £32,160.
Contract - Until end of March 2025
Full time - 5 Days per week, Mon- Thu 9am-5:15pm // Friday 9am-5pm
Location - Teddington TW11 8GT

Experience in/knowledge of:

• Brilliant Customer service
• Working well under pressure
• Being able to use digital systems including CRM and Microsoft

Job Role:

• Being the main point of contact for repairs keeping customers updated throughout the repair services.
• Oversee escalated or high-risk repair cases from start to finish.
• Work with other teams and customers to assist with the complaints process.
• Support the team to deliver a high-performing customer-focused repairs service.
• Work collaboratively with colleagues, our repairs partner, contractors, and suppliers to ensure repairs are resolved effectively.
• Book in surveyor visits and manage access into customer properties.
• Manage the whole process for short-term decants.
• Keep customers informed about larger repairs projects and agree long-term programmes of works in consultation with customers and contractors.
• Monitor spend across all the repairs budgets and keep management informed of progress.
• Report on and analyse performance data and highlight any trends or ways the service could improve.
• Ensure new contractors are set up correctly.
• Take ownership to proactively manage the repairs purchase order process.
• Monitor and review tasks for the team, using digital systems and tools to ensure tasks are actioned, progress is tracked, accurate audit data is maintained, and anomalies identified.
• Provide support with subject access requests and personal injury claims.