Planner & Tenant Liaison Officer

Planner & Tenant Liaison Officer

Location: Sheepy Road, CV9 3AH
Start Date: ASAP
Contract Duration: 6+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £ 16.08 per hour 
Job Ref: (phone number removed)
 
Responsibilities

• Assess the resources needed to plan a repair or deliver a job using a contractor.
• Plan the work to be delivered within the required timescales.
• Communicate with and coordinate the in-house workforce and contractors.
• Proactively communicate with tenants about works being delivered to their homes and provide high standards of customer care when responding to enquiries.
• Keep tenants informed about repairs, maintenance, and planned improvements to their homes with clear and timely communication.
• Monitor outstanding jobs and provide feedback to prevent backlogs of work.
• Be aware of and plan for surveys, inspections, and jobs that ensure health and safety compliance required for the maintenance service.
• Understand the Social Housing Regulator’s Consumer Standards and the Housing Ombudsman Service’s Complaints Code of Practice.
• Accurately diagnose repairs and use available resources to plan the work within required timescales.
• Liaise closely with tenants to arrange access, explain and plan the work, and address their enquiries.
• Provide technical advice to tenants about repairs and explain both the Council’s and tenants' responsibilities.
• Support tenants as a first point of contact to coordinate access, explain how works will be delivered, address concerns, and advise on complaint responses.
• Coordinate with the in-house workforce and contractors to ensure work is delivered within required timescales, supporting tradesmen with systems of work and offering training as necessary.
• Utilize software systems to support repair delivery and monitor service performance, including managing repeat jobs.
• Schedule work for vacant properties, arrange for gas supply disconnection, inform utility companies, and keep the Lettings Team informed.
• Monitor jobs to ensure completion within required timescales, addressing logistical challenges and escalating issues to supervisors/managers as necessary.
• Manage systems of work efficiently, update component information, and attach certificates to premises upon job completion.
• Communicate with tenants about planned work, appointments, or job cancellations.
• Conduct satisfaction surveys to gather tenant feedback and suggest service improvements.
• Maintain a working knowledge of safety and compliance requirements, coordinating activities to meet regulatory requirements for electrical installations, gas installations, asbestos register, and fire risk assessments.
• Plan and arrange surveys, inspections, and jobs for health and safety compliance, including updating the asbestos register and planning for EICR visits and Fire Risk Assessments.
• Notify the Tenancy Services Team of any duty of care reports or concerns about vulnerable tenants.
• Liaise with other Council Sections to deliver service requirements and support tenants.
• Communicate with leaseholders to ensure they understand the costs of requested or required works for their premises.
• Administer invoice payments with care and attention and complete jobs upon payment authorization.
• Contribute to requests for information and feedback to promote continuous improvement of work systems and customer service.
• Provide statistical information and reports as required, assisting with performance information analysis to identify problems and solutions.

Person Specification

• Experience in a front-line position within a customer service environment.
• Knowledge of housing repairs and a sound general knowledge of building work.
• Sound working knowledge of health and safety regulations, including gas installations, electrical works, fire risk assessments, Legionella, and asbestos management.
• Excellent communication skills, able to communicate clearly, concisely, and courteously with customers, the public, and other staff both verbally and in writing.
• Good customer service skills and ability to help customers resolve problems.
• Proven ability to act on own initiative to resolve issues.
• Excellent organizational skills and the ability to plan and manage time and workloads.
• Confidence in showing other staff members systems of work and providing training on software systems.
• Evidence of ability to work under pressure and maintain acceptable performance.
• Able to analyze data to identify problems and solutions.
• Proven ability to manage and process information accurately and communicate in precise and simple terms.
• Good IT skills, including proficiency with Microsoft Office Products, databases, and systems administration.
• Ability to follow verbal and written instructions effectively.
• Must recognize discrimination in its many forms and be willing to implement the Council's Equal Opportunities policies.
• Commitment to implementing good practice on equal opportunity issues.
• Commitment to the protection and safeguarding of children, young people, and adults with care and support needs.
• Good general education.
• Relevant administrative/office management qualification (desirable).
• Positive and approachable manner.
• Self-motivated and enthusiastic.
• Ability to work accurately to deadlines.
• Flexibility in work approach.
• Calm temperament, able to deal with sensitive and difficult situations.
• Able to work on own initiative with minimal supervision.
• Able to plan and organize workloads to meet unpredictable and conflicting demands.
• Positive attitude towards teamwork to deliver and develop services.
• Able to thrive in a busy environment and offer solutions as challenges arise.

 
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