Job Description

Housing repairs coordinator - Islington
PCD330310
Contractor

Job Description

Key responsibilities

Knowledge and understanding of current issues relating to social housing and social housing
repairs.
1. To diagnose repairs accurately, raise orders on IT systems to contractors and book
appointments.
2. Experience of working in a contact centre answering high volume of calls to ensure
targets are met.
3. Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient
and timely manner, to a high standard of customer care using the appropriate greeting,
including name, adapting methods of communication to meet the needs of the customer
and ensuring that a positive image of Islington Council is projected.
4. Excellent communication skills to liaise with other departments, agencies, contractors as
appropriate.
5. Experience of accurately processing service requests in line with policy and to provide
advice and information to customers ensuring that all service requests are processed to
Islington Council's performance and standards, policy and procedural guidelines
including statutory, complying with the Data Protection Act and the organisation of
Information Act.
6. To work pro-actively with team members to improve customer service delivery and to
conduct outbound calls as required.
7. To deal with customer complaints in accordance with the Complaints procedure and to
escalate cases to Team Leaders as appropriate.
8. To undertake training, supervision, seminars, meetings and other events designed to
improve communication and assist with the effective development of the post holder and
service area.
9. To contribute towards the overall service objectives and targets of the Housing Repairs
Services Team.
10. To comply at all times with the Code of Conduct.
11. To achieve agreed service outcomes and outputs, and personal appraisal targets, as
agreed by the line manager.
12. To contribute to reviews of working practices and readily adopt new ways of working.
13. To comply with Islington Council's core values of public service, quality, equality and
empowerment and to demonstrate this commitment in the way all duties are carried out.
14. Ensure that duties are undertaken with due regard and compliance with the Data
Protection Act and other legislation.
15. Carry out duties and responsibilities in accordance with the Islington Council's Health
and Safety Policy and relevant Health and Safety legislation.
16. At all times carrying out responsibilities/duties within the framework of the Islington
Council's: Dignity for all Policy.
17. At all times carrying out responsibilities/duties within the framework of Islington Council's
Equality and Diversity Strategy.
The organisation is an equal opportunities employer.
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