Repairs Technical Officer (Complaints Coordinator)

Pertemps; Harrow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading staffing solutions company seeks a proactive Repairs Technical Officer (Complaints Coordinator) to support the housing repair services for the London Borough of Harrow. The role requires strong communication skills and a commitment to excellent customer service, managing complaints, coordinating repairs, and liaising with various stakeholders. This hybrid position offers 35 hours of work per week with a pay rate of £16.71 per hour.

Qualifications

• Ability to work independently and manage workload effectively.
• Strong verbal and written communication skills.
• Good numeracy and analytical skills.
• Customer-focused approach in dealing with enquiries.
• Proven report writing and auditing abilities.
• Dedication to delivering excellent customer service.

Responsibilities

• Manage Stage 1 and 2 complaints related to housing repairs.
• Coordinate and track repair orders ensuring compliance.
• Liaise with residents and contractors to meet service standards.
• Maintain accurate documentation and safety reports.
• Work with Contract Surveyors to address repair issues.

Skills

Organizational skills

Communication skills

Customer service orientation

Numeracy skills

Problem-solving skills

Job description

Overview

Job Title: Repairs Technical Officer (Complaints Coordinator)

Location: Hybrid - London Borough of Harrow, Forward Drive, HA3 8NT

Employer: Pertemps Recruitment Partnership on behalf of the London Borough of Harrow

Contract Type: Temporary Assignment

Working Hours: 35 hours per week, Monday to Friday, 9:00 AM - 5:00 PM

Pay Rate: £16.71 per hour (PAYE)

Job Overview

Pertemps is currently recruiting for a proactive and detail-oriented Repairs Technical Officer (Complaints Coordinator) to join the growing team at the London Borough of Harrow. This is a fantastic opportunity to contribute to the efficient delivery of housing repair services in a key support role.

The successful candidate will play a central role in managing Stage 1 and Stage 2 complaints, Ombudsman cases, and MP enquiries related to housing repairs. This position requires excellent organisational and communication skills, as well as a strong commitment to customer service.

Responsibilities

• Support the delivery of high-quality repair services for the Council's housing stock, with a focus on responsive repairs, mechanical and electrical (M&E) services, and void properties.
• Manage and coordinate complaints, ensuring timely and accurate responses to Stage 1 and 2 complaints, Ombudsman cases, and Member of Parliament (MP) enquiries.
• Raise and track repair, void, and M&E work orders, ensuring progress is monitored and delays are addressed promptly.
• Liaise effectively with residents, contractors, and internal stakeholders to ensure work is completed to the required standard.
• Review and validate repair orders against submitted invoices to ensure accuracy and compliance with governance and budgetary standards.
• Maintain accurate documentation and records, including safety certificates and service reports.
• Work closely with Contract Surveyors to ensure repair standards are met, costs are controlled, and any concerns are addressed appropriately.

Requirements

• Ability to work independently, manage your own workload, and contribute effectively as part of a wider team.
• Strong verbal and written communication skills, with the ability to interact confidently with a variety of stakeholders including residents, colleagues, elected members, and external agencies.
• Good numeracy and analytical skills, with the ability to understand and present basic statistical and financial information.
• A professional, customer-focused approach, with the ability to deal efficiently and courteously with enquiries in person, by phone, and in writing.
• Proven ability to produce written reports, conduct audits, complete statistical returns, and escalate concerns where necessary.
• Strong problem-solving skills and a clear dedication to delivering excellent customer service.

About Us

Pertemps Recruitment Partnership has been a market leader in staffing solutions for nearly 60 years. Recognized by The Sunday Times as one of the Best 100 Companies to work for 14 years running, we pride ourselves on our personal touch and commitment to our employees. We are an accredited 'Investor in People', reflecting our dedication to career progression and employee satisfaction.

Harrow Council is the 12th largest London borough and one of the most culturally diverse local authorities in the UK. Located just 10 miles from the city centre and 13 minutes from Euston via Harrow & Wealdstone station, it offers excellent transport links and accessibility to the M1, M25, and A406.

Data Protection

Your personal information will be shared with Cifas to prevent fraud and other improper conduct. If detected, you may be refused certain services or employment. Your information will also be used to verify your identity. For more details on how your information will be used and your data protection rights, visit Cifas.