Responsive repairs officer

37 Hours, Full Time, permanent Close Date: 5th June 2024 Overall Job Purpose: Assist with the delivery of Barcud rsquo;s Responsive Repairs service to Barcud properties to ensure that the Association meets its business obligations, objectives and the needs of its tenants. Key Responsibilities ndash; Responsive Repairs: Deliver a customer-focused, high-quality and timely Responsive Repairs service. Be a first point of contact for tenant enquiries relating to repairs, handling tenant request in a professional manner explaining technical matters clearly and concisely. Work with Customer Service staff to provide a strong Customer Service to tenants on matters of Responsive Repairs. Monitor the progress of repairs, updating tenants when there are delays and explaining to tenants the cause of these delays. Support the development and implementation of Responsive Repairs processes and procedures. Raise and authorise Responsive Repair works in accordance with delegated authority levels for the post, seeking approvals from senior staff for works above defined thresholds. Produce schedules of work and works orders for a variety of repairs. Provide Responsive Repairs advice to tenants and the wider Association. Outline to tenants and Barcud staff what are the Association rsquo;s responsibilities and what tenant responsibilities in terms of repairs. Ensure emergency repairs are swiftly tackled, including when raised by tenants out of hours, always seeking to ensure tenant safety as first principle. Liaise with providers who undertake work required for Responsive Repairs, ensuring providers are aware of Barcud rsquo;s standards and procedures and monitor works, reporting on any poor-quality work undertaken by providers to senior staff. Work with Procurement staff to obtain new service providers when required. Maintain records of repairs, ensuring all data is accurate and representative of works carried out. Analyse records of repairs, seeking to identify service improvements. Assist with the consultation of residents on the carrying out of repairs, seeking to ensure that works are carried out with minimal disturbance to tenants and their homes. Work with Housing Management staff to collaboratively identify void properties early and ensure their quick maintenance and handling. Assist with the assessment and delivery of void works, ensuring void properties are swiftly handled and re-let. Provide assistance to the Responsive Repairs West team during busy periods. Deputise for the Senior Responsive Repairs Officer when required. Assist in providing out of hours/emergency cover on a rotational basis, as and when required. Carry out stock condition, WHQS and estate surveys of the Association rsquo;s properties, as required. Personal Specification This person specification details the experience and skills for the position of Responsive Repairs Officer at Barcud. All skills and experience are essential except where explicitly indicated to be desirable (D). Qualifications * Membership to relevant professional body. (D) * Educated to A level standard or equivalent. (D) * Evidence of continually developing professional knowledge. Experience * Delivery of a Responsive Repairs service. * Handling customer requests in a professional manner. * Producing works orders. * Scheduling and supervising void maintenance / works. * Monitoring the quality of service providers. * Analysing problems and devising effective solutions. * Providing advice on Responsive Repairs matters. * Procuring the services of providers for Responsive Repairs activities. * Public sector or Housing Association experience. (D) * Carrying out stock condition surveys Skills / Knowledge * Understanding of legalisation and regulations relating to Responsive Repairs. * Knowledge of Landlord Health Safety and Compliancy priorities. * Understanding of the scope of Responsive Repairs services. * Able to produce comprehensive quality reporting for effective decision making * Willing to learn Welsh to ALTE level 3 within 2 years (if not already a Welsh speaker). * Ability to deliver results to tight deadlines under pressure. * Excellent IT skills. * Sound numerical, reasoning and written communication skills. * Proven competency to handle confidential and sensitive information. * Able to set appropriate and challenging performance targets for self. * Ability to promote equality and diversity in all aspects of employment and service delivery