Senior Responsive Repairs Coordinator

JOB DESCRIPTION: SENIOR RESPONSIVE REPAIRS COORDINATOR RESPONSIBLE TO: RESPONSIVE REPAIRS MANAGERLOCATION: DUBLIN CITY CENTRE/ HYBRIDSALARY: €52,000 CONTRACT: FULL TIME/ PERMANENT - 37 HOURS PER WEEKKEY RESPONSIBIITIES: The Senior Responsive Repairs Coordinator role involves assisting the Responsive Repairs Manager in key areas such as - General 1. Ensure that residents receive a responsive repairs service of a high standard which is cost effective and in line with our objectives. 2. Assist the Responsive Repairs Manager in the management of the annual maintenance and repair budgets ensuring value for money is always achieved. 3. To monitor contractor performance in relation to each contract and overall KPIs. 4. Assessing and processing of contractor invoices. 5. To liaise with residents, colleagues, managers, external contractors and suppliers for Tuath Housing to ensure the delivery of repairs is effectively delivered to the required targets.6. Respond to queries, complaints and compliments with regard to the responsive repairs service - remaining courteous, professional and cooperative at all times. 7. Validate data to be used within CRM and associated software. 8. Coordination and liaison with of the Out of Hours (OOH) emergency repairs services. 9. Ensure all reactive and void works are compliant with all current legislative and regulatory requirements whilst making appropriate recommendations on anticipated and new changes to ensure compliance. 10. Encourage customer involvement and feedback to ensure responsive repairs are well communicated to customers and responsive to customer needs. 11. Manage the coordination, communication, and maintenance of relationships with internal and external customers, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately. 12. Responsible for the achievement of excellent customer satisfaction. 13. Promote good practice and innovation, maximising the use of technology and data to drive repairs and maintenance decisions. 14. Provide timely and accurate management information for the purposes of reporting performance against our KPIs and Service standards. 15. Represent the Association as required at residents’ meetings, external events, board, committees and other events, e.g. tribunals, appeals, court, etc. 16. Assess and where appropriate, challenge schedule of rates (SOR) or time & materials applications in accordance with the framework agreement for responsive and void works. 17. Assess and where appropriate, challenge contractor invoice variations to ensure that value for money is being achieved. 18. Ensure timeous invoice processing by staff within set limits to meet bimonthly payment runs. Management Reporting & Performance Monitoring 19. Ensure staff provide an effective, high quality, customer focused service to tenants and residents of Tuath Housing. 20. Manage, develop and support the responsive repairs staff, undertaking regular one- toones and performance reviews in accordance with Tuath’s policies and procedures. 21. Assist with staff recruitment, induction, training, and development enabling them to deliver quality services. Health and Safety 22. To conduct all activities in a manner, which is safe to yourself and others. To be aware, and to act in accordance with the associations health and safety policy. 23. To contribute to the effective delivery of quality customer orientated service through the formulation, review and proper implementation of policies and procedures. 24. To participate in the development of risk assessments in line with the organisational and operational risk register. 25. To adhere to requirements of service level agreements or resident guarantees in the delivery of a quality responsive repairs service. 26. Effective monitoring and management of relevant contracts, ensuring compliance with all health and safety requirements ensuring the safety of customers, colleagues and contractors. 27. To participate on forums/working groups/committees as required. 28. To maintain accurate and up to date files for each property in CRM management area. Other 29. Carry out any other duties as required by the responsive repairs manager or director of property services. Equality and diversity 30. Manage and maintain services in accordance with the principles and practice of equality and diversity, taking into account individual needs and requirements. ESSENTIAL REQUIREMENTS: Degree in relevant discipline such as Planning, Real Estate, Surveying, Architecture or other property/built environment related discipline.Experience in delivering reactive repairs service and/or void repairs service / or planned services.Experience of implementing asset strategies to improve asset performance and meet customer expectations. Experience of managing contractors and service providers to drive continuous improvement and value for money. Excellent performance management, problem solving and contract management techniques. Experience of planning and delivering customer engagement for reactive or planned works projects. Experienced in organising own and other’s workloads to achieve priorities and objectives. Value data and be able to use it to provide evidence to inform better business decision making, and demonstrate performance and compliance. Lead by example and be willing and prepared to share expertise, know-how and skills. Experience of contract/project management to ensure agreed outcomes are delivered from a customer and client perspective. High levels of IT and digital literacy and an understanding of new ways of workingDesirable to have a working knowledge of the Housing sector and understanding of the regulatory and governance landscape within a similar role.Excellent verbal, written, and interpersonal communication skills are required, including excellent influencing skills. Working knowledge of compliance with Health & Safety procedures. Desirable to have knowledge of techniques of residential construction and their services systems. Computer literacy with experience to an intermediate level that includes word-processing, excel, presentation packages, email, electronic schedulers, and internet. Ability to work with accuracy and attention to detail and within deadlines. Have the ability to compose well written reports, letters, memos, and presentations.Experience in monitoring budget/spend profiles across key work programmes to provide information on monthly/annual spend. The ability to handle sensitive and confidential information. The ability to deal with problems/enquires in a diplomatic and sensitive manner. A high level of organisational skills and the ability to prioritise workload and meet deadlines. The ability to identify opportunities for continuous improvement, evaluation of options. Ability to be self-motivated, work on own initiative and also be part of a team. Willingness to work outside normal office hours on occasions such as attending lunch & evening meetings. Willingness to travel and if required overnight stays for work purposes. Full driving licence and use of car / ability to meet the mobility requirements of the post.The job description is not definitive or restrictive and will be subject to periodic review