Job Purpose:

To provide comprehensive administrative and operational support to the Property Maintenance Team in delivering a responsive and high-quality repairs and maintenance service. The role will act as the first point of contact for the Customer Experience Team in relation to repair enquiries, coordinating reactive and void works, liaising with contractors and customers and monitoring agreed actions through to completion. The postholder will ensure works are progressed efficiently, records are accurately maintained and customers receive timely communication, contributing to overall service performance and standards.

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.

Key responsibilities:

• Provide administrative support to the Property Team in delivering an efficient reactive repairs and maintenance service across the Association’s housing stock.

• Manage and monitor the Property Team mailbox, ensuring enquiries are reviewed, prioritised and responded to within agreed timescales.

• Undertake duty responsibilities on a rota basis, acting as a first point of contact for emergency repair enquiries, providing advice to customers and ensuring emergencies are appropriately logged and instructed.

• Act as a first point of contact for Customer Experience Team, providing guidance and support on repair enquiries and assisting with resolving issues at the earliest opportunity.

• Triage incoming repair inspection requests by reviewing reported issues, contacting customers where appropriate to gather further information and raising works orders directly where an inspection may not be required.

• Liaise with customers by telephone and email to progress repairs, provide updates and ensure access arrangements are in place.

• Support the coordination of reactive repairs by raising works orders, updating records and liaising with contractors to ensure repairs are progressed in line with targets.

• Provide administrative support to Property Officers in relation to pre- and post-inspections of repairs, void works and planned maintenance activities.

• Assist with the administration of medical adaptations and other improvement works in liaison with internal teams, Occupational Therapists and contractors as required.

• Assist with the administration of insurance-related repairs, including logging claims, liaising with insurers or brokers and monitoring claim progress to conclusion.

• Support the administration of customer satisfaction monitoring systems relating to repairs and maintenance services, including follow-up surveys and analysis of feedback trends.

• Attend internal and contractor meetings as required, taking accurate minutes and recording agreed actions.

• Maintain action trackers, monitoring progress and liaising with contractors and colleagues to ensure actions are completed within agreed timescales, escalating concerns to the Property Officers or Customer Experience & Property Manager where necessary. Provide updates on outstanding actions and ensure all records are accurately stored within the Association’s systems.

• Administer rechargeable repairs in accordance with policy, ensuring approved recovery actions are initiated and recorded appropriately. Fully utilise the Association’s Integrated Housing Management System (SDM or equivalent) to accurately record repair requests, contractor instructions and customer interactions.

• Support the coordination of void repairs, including raising works orders, liaising with contractors and internal colleagues, monitoring progress against turnaround targets and updating relevant system modules.

• Support the coordination and attendance of forced access processes in accordance with policy, ensuring appropriate notices are issued, documentation is retained and contractors attend as arranged. Monitor and follow up on actions arising from forced access, escalating concerns to the Property Officers or Customer Experience & Property Manager where necessary.

• Assist with maintaining accurate property and repair records, ensuring all relevant documentation and notes are recorded appropriately.

• Work collaboratively with colleagues across the Property, Customer Experience and Housing Management Teams to ensure a consistent and high-quality service is delivered.

• Support the collation and preparation of performance information relating to repairs, voids and contractor performance for internal reporting, Management Committee reports and regulatory returns where required, ensuring data is accurate and timely.

• Demonstrate a flexible approach by providing administrative support across the wider Property Team and assisting with other duties appropriate to the role as required.

• Produce accurate and timely performance information and data, including information required for regulatory and statutory returns, and support the implementation of actions arising from internal and external audits.

• Review contractor invoices to ensure works have been completed as instructed and recorded accurately, resolving any queries with contractors or Property Officers as required and processing invoices for approval in line with the Association’s Financial Regulations to support timely payment.

Corporate Responsibility

• Act as a role model within the Association, living our values on a day to day basis

• Ensure compliance with all regulatory, statutory and legal requirements and other directives

• Comply with MH’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies

• Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make

• Maximise the use of ICT to improve efficiency, increase productivity and actively promote the interests and activities of the Association through digital and social media.

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