New Homes Co-ordinator
A2dominion Group
Total years of experience :9 years, 5 Months
Acting as senior multi planner for both repairs and gas.
Managing LGSR documents, to ensure gas safety is up to industry standard.
Creation of critical referral packets when clients refuse access for gas safety
inspections, leading to legal action.
Organisation of courtesy calls which enable the team to ensure work is
being carried out to company policy.
Daily monitoring of the dashboard, where all live and pending jobs are
visible, and actioning as appropriate.
Managing multiple contracts daily and having the ability to work a variety of
jobs whenever required.
Able to identify trends and build reports on findings with a view to perform
analysis and prevent reoccurrences.
Managing communications via the telephone system and customer service
inbox, ensuring enquiries are allocated to the correct team. This involved,
but not limited to, rental payments, maintenance, environmental services
and ASB team.
Actioning and ensuring 85% of enquiries are managed within the first
response where necessary.
Encouraging customer responses to additional services required, to avoid
repeat calls and to increase efficiency within the team.
Reducing costs and labour time by demonstrating industry knowledge to
resolve enquires before needing to send out additional operatives for
services and repairs
Managing 3 inboxes to communicate with tenants regarding all repairs
appointments, and details around work to be carried out.
Use of MCM to allocate operatives to relevant jobs.
Upholding SLA and CSAT scores, ensuring tenants are the first priority.
Maintaining the 'Work in Progress' report daily, ensuring they list was
cleared by 10am.
Overseeing diarly allocation and daily management of the operatives
workload to ensure jobs are completed within SLA and to a high standard of
quality.
Resolution of complaints before reaching an escalation.
Able to demonstrate industry and trade knowledge when managing tenant
enquiries