SNG (Sovereign Network Group)
Coordinator - Disrepair
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We have an opportunity to join Sovereign Network Group (SNG) as a Coordinator - Disrepair within our Property Services team. You'll be based from our office in Hertfordshire. This role will combine office and home working to ensure a positive work/life balance.
About Sovereign Network Group (SNG)
SNG provides over 85,000 homes and invest in communities across London and the South of England - our purpose, to provide quality affordable homes and places that people love for generations.
The Role
You will support delivery of the London and Herts responsive repairs and maintenance service through effective management of disrepair works and projects. Support SNG's adherence to the disrepair protocols and legislation.
The role will act as first point of escalation for internal and external stakeholders, ensuring that effective case management is undertaken and the customer needs are met. Ensure that SNG customers receive an excellent responsive repairs service through good quality communication and effective contractor management.
Key Responsibilities
- Work closely with Property Services team and management to deliver complex repairs in a standardized process throughout the localities model
- Maintain disrepair cases processes, ensuring tracker and systems are updated accurately to maintain compliance with disrepair protocols and legislation
- Schedule and allocate surveyor inspections, ensuring that systems are updated accurately and within an appropriate timescale. Support surveyors with the administration of any actions resulting from inspections
- Work closely with Commercial team to ensure that financial standing orders are complied with and value for money is always achieved
- Ensure management of relationships with internal and external stakeholders, ensuring proactive and good quality communication is always delivered
- Effective management of customers, ensuring timely and good quality communication is maintained, any specific needs or vulnerabilities are identified at the earliest stage and accommodated for as appropriate
- Act as first point of escalation from internal stakeholders and contractors to ensure risks are mitigated for and follow on actions are completed
- Proactively work on high-risk cases to prevent escalation to complaints or disrepair process
- Effectively manage contractor workloads to ensure that they are meeting contractual targets and providing a high standard of services to our customers
- Manage caseload on Customer Hub (MS Dynamics) to ensure that cases are actively managed and closed within an appropriate timescale
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What we need from you
- Excellent communication skills
- Previous experience in providing excellent customer service to customers
- Ability to build positive and constructive working relationships with colleagues and contractors
- Ability to manage competing priorities
- Excellent organisation skills and the ability to repeatedly prioritise workload
- Work well under pressure in a fast-changing environment
- Good level of proficiency in Microsoft applications such as Word, PowerPoint, and Excel
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