Tenant Liaison Assistant

Job Description

To ensure that all response repairs are monitored, that records are kept with regards to repairs status and that failure demand is significantly reduced through regular contact with tenants and other housing customers on the progress of their repair(s). To ensure that labour resources are utilised effectively and efficiently and that tenants are provided with an excellent repairs and maintenance service.

 

Responsibilities

To monitor the progress of all response repairs and ensure the tenant is kept informed of when their repair is programmed and ensure that good communication links are maintained to reduce failure demand.

To keep track of each repair and report to the Senior Scheduler any repairs that have not been completed within timescale.

To be responsible for the administration of the Council’s repairs and maintenance appointment and electronic workflow scheduling system (DRS) and to ensure that all repairs and cyclic servicing is scheduled in line with agreed policy and procedure.

To gather tenant feedback on the repairs service and to prepare reports as required on areas where performance is poor to the Senior Scheduler.

Investigate and respond to customer complaints in line with Moray Councils Complaints handling procedure

To provide duty out of hours cover when required

To promote positive behaviours in the workplace and promote safe working within the housing service.

To undertake any other duties as may be reasonably expected

 

The Individual

Proven administration and clerical experience. Operation of telephones and general switchboard and reception skills. Good communication skills.

Previous customer contact experience

Demonstrable experience of utilising a range of computer packages including Microsoft office, excel and access

Minimum 3 standard grades (or equivalent) including English.

Relevant qualifications in word-processing and spreadsheet applications as part of Microsoft windows.

Capable of working on own and as a team member.

Ability to organise workload and work methodically Self-confident and self-motivated

Ability to work flexibly to meet the needs and demands of the service.

Good communication skills (written or oral). Good numerical skills.

Be fully conversant with Microsoft Excel, Word and Access.

Capability to concentrate and to produce a high standard of work whilst dealing with numerous distractions in a busy office environment.

Ability to deliver excellent customer care in a polite and diplomatic manner

Ability to work as part of a team or using own initiative where required

Ability to work in a hybrid working style

Able to work under pressure to balance competing demands and sustain outputs

 

This is an exciting opportunity to become part of our Building Services team at the DLO, that directly employ over 150 multi trade and specialist support staff. Services provided include building maintenance and improvement services to the Council’s 6,300 houses, as well as reactive and planned maintenance to other Council building that includes schools, offices and libraries.

 

Temporary position for 9 months (maternity leave cover)

 

Closing date: 3 January 2025

Starting Salary: £27,426.75

36.25hrs per week

£14.55 per hour

 

For further info please contact Julia Allan on 01343 829000