JOB DESCRIPTION - Luton Community Housing

JOB DESCRIPTION
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Job title:
Repairs Administrator (Job Share – 2 x part-time)
One year fixed term contract
Responsible to:
Housing Services Manager
Responsible for:
No direct reports
Principal contacts:
A - Internal: Management, Staff
B - External: Tenant, Contractors
Hours of work:
2 .5 days per week (19.5 hours/week)
Holiday/sickness cover for other job sharer
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Environment:
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!The post is based in LCH’s head office premises, but will
require occasional attendance at LCH’s other premises, and
other locations locally as required.
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!Job purpose:
This is an administrative position responsible for providing an excellent quality service within the
Housing Services team for LCH tenants, agents, colleagues and others, ensuring that the
reputation and work of the department is of a high standard.
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The post holder is expected to be proactive in identifying and recommending areas for
improvement, be self-motivated and show initiative and flexibility, taking responsibility for initiating
and checking their own output.
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Principal duties and responsibilities:
Repairs Administration:
1. Answer telephone calls, e-mails and other contacts courteously and within target time, and
provide customers with an efficient service in dealing with their enquiry.
2. Receive progress, monitor and complete all responsive repair requests.
3. Obtain as much information as possible from customers regarding the nature of the
problem, so that faults can be diagnosed and prioritised as accurately as possible in
accordance with LCH “right first time” approach.
4. Take appropriate action to address emergency repair situations within working hours and
arrange resolution.
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5. Follow up out of hours emergency call reports including the raising of works orders where
required.
6. Determine customers’ availability for appointments and arrange for an in-house team
member or a contractor to visit at a convenient time.
7. Arrange and maintain an appointments system for all pre-inspections and works orders
allocated to the maintenance surveyor or in-house team within target times.
8. Raise post inspections for works completed as required, making appointments and
updating records.
9. Receive completed works orders and tenant satisfaction sheets from in-house
maintenance officers and record all necessary information.
10. Process all in-house maintenance officers’ paperwork and receipts.
11. Identify and process any work considered to be rechargeable to tenants.
12. Maintain and update databases within the Maintenance system.
13. Provide administrative support for the Maintenance Surveyor including letters, quotations,
reports, minutes of meetings etc as required.
14. Assist with the processing of invoices during periods of staff sickness or annual leave.
15. Receive customer enquiries, offer advice and help and action procedures to rectify and
remedy repair problems.
16. Liaise with Housing Services, Support and Hostel staff concerning repair orders.
17. Refer queries on complex or difficult maintenance issues to the Maintenance Surveyor or
Housing Services Manager.
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Void Works:
1. Complete a void progress sheet every week detailing all current and future voids and their
current status.
2. Ensure that any white goods/furnishings are replaced promptly in void properties so as not
to prolong the void period.
3. Ensure that gas and electrical safety reports and energy performance certificates are
obtained for void properties.
4. Order and maintain a stock of decoration vouchers and give to tenants moving in to void
properties when requested.
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General
1. Undertake postal and telephone customer satisfaction surveys for repairs, inputting results
onto the system.
2. Take phone-in-safe calls from the in-house maintenance team at the end of each day.
3. Contribute to the achievement of all department objectives and organisational targets.
4. Provide a positive image of LCH to its customers, stakeholders and other relevant bodies.
5. Prepare general correspondence as requested to a professional standard.
6. Other general administration tasks including photocopying, faxing documents.
7. Promote and develop LCH’s Fairness policy.
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8. Be aware of, and follow, current LCH policies and procedures.
9. Provide appropriate cover for other team members in their absence, as reasonably
requested.
10. Carry out any other miscellaneous housing management and maintenance duties that are
within the employee’s skills and abilities whenever reasonably instructed, to ensure
effective delivery of services to customers.
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This is a description of the job as it is presently constructed. This will be reviewed periodically and
updated to ensure that the job description fully reflects the responsibilities of the job.
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Signed by Manager:
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Print Name: ...................................................................................
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Signed: .........................................................................................
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Date: .............................................................................................
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Declaration by Employee:
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I have received the Job Description and agree to the contents herein. I understand that the
Job Description forms part of my Contract of Employment with Luton Community Housing
Limited.
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Print Name: ...................................................................................
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Signed: .........................................................................................
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Date: .............................................................................................
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