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Key responsibilities
Knowledge and understanding of current issues relating to social housing and social housing
repairs.
1. To diagnose repairs accurately, raise orders on IT systems to contractors and book
appointments.
2. Experience of working in a contact centre answering high volume of calls to ensure
targets are met.
3. Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient
and timely manner, to a high standard of customer care using the appropriate greeting,
including name, adapting methods of communication to meet the needs of the customer
and ensuring that a positive image of Islington Council is projected.
4. Excellent communication skills to liaise with other departments, agencies, contractors as
appropriate.
5. Experience of accurately processing service requests in line with policy and to provide
advice and information to customers ensuring that all service requests are processed to
Islington Council's performance and standards, policy and procedural guidelines
including statutory, complying with the Data Protection Act and the Freedom of
Information Act.
6. To work pro-actively with team members to improve customer service delivery and to
conduct outbound calls as required.
7. To deal with customer complaints in accordance with the Complaints procedure and to
escalate cases to Team Leaders as appropriate.
8. To undertake training, supervision, seminars, meetings and other events designed to
improve communication and assist with the effective development of the post holder and
service area.
9. To contribute towards the overall service objectives and targets of the Housing Repairs
Services Team.
10. To comply at all times with the Code of Conduct.
11. To achieve agreed service outcomes and outputs, and personal appraisal targets, as
agreed by the line manager.
12. To contribute to reviews of working practices and readily adopt new ways of working.
13. To comply with Islington Council's core values of public service, quality, equality and
empowerment and to demonstrate this commitment in the way all duties are carried out.
14. Ensure that duties are undertaken with due regard and compliance with the Data
Protection Act and other legislation.
15. Carry out duties and responsibilities in accordance with the Islington Council's Health
and Safety Policy and relevant Health and Safety legislation.
16. At all times carrying out responsibilities/duties within the framework of the Islington
Council's: Dignity for all Policy.
17. At all times carrying out responsibilities/duties within the framework of Islington Council's
Equality & Diversity Strategy.
18. To work to necessary shift patterns and rotas as instructed by the Team Leader.
19. To provide cover for other members of the team during periods of sickness and annual
leave as per the needs of the business.
20. To undertake any other duties commensurate with the role of Housing Repairs Coordinator.
In Addition for Scale 6:
? To work closely with repairs supervisors, as a part of the Housing Services team to plan and
co-ordinate the working day of Operatives to ensure all works are appointed to the
satisfaction of the customer, while maximising efficiency and completing each task within the
specified time allocations.
? To ensure all trade resources are utilised to their full potential, while maintaining customer
focus and seeking to enhance the customer experience.
? To actively manage the workload of multiple operatives, monitoring timings and ensure job
completion by the end of each working day.
? Reallocating scheduled jobs to operative contractors readily available to ensure all
resources are effectively utilised.
? To action unscheduled jobs and ensure that all emergency and planned repairs are carried
out as per our service agreement and within priority target times.
? To raise order on IT systems, plan and dispatch jobs to the best placed operatives or
contractor with the right skills to complete the repair first time.

Eden Brown Synergy is an equal opportunities employer.

Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.