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Defects Coordinator

  • Location: Stratford, London
  • Sector: Residential
  • Position: Administrator
  • Salary: £30000 - £35000 per annum
  • Job type: Permanent
  • Job reference: 904782_1523539412
Job description

Purpose of the role

To provide an exceptional customer care service to all clients in accordance with the guidelines specified within the associated contract conditions.

To ensure the attendance of all defects reported to our contracts during each defects liability period are completed within the stipulated timescales. To inform all clients and their home buyers in accordance with KPIs as to the status of all reported defect issues.

To aid in securing the release of all monies held in retention upon each contract within the contractual requirements.

Key Accountabilities

Record defect issues immediately upon the Defects Management Database

If doubt exists regarding the authenticity of the reported defect issue, contact the originator or tenant of the report to ascertain the providence of the reported issue, before sending the defect issue for action to the appropriate party.

Arrange access appointments with client/contract administrators/tenants for operatives and sub-contractors, where possible, and confirm appointments with all parties.

Ensure that all Subcontractors and Directly Employed Operatives are attending to defects in accordance with the requirements of the companies "Code of Conduct".

Chase sub-contractors regarding the status of the reported defect issue and required actions where applicable and issue notice to the subcontractor upon failure of attendance with contractual obligations.

Update the database with the cause of each defect, date completed and ensuring defect trend analysis.

Write to Contract Administrator/Client/Home Buyer on a weekly/fortnightly/monthly basis or as required by the contract to confirm the status of each reported defect (open, closed & abortive). Scan all signed "defect report sheets" and issue with the status report

Issue defect reports to assigned subcontractor Customer Services Operative for completion within the time scales proscribed within the contract

Ensure that the Contract Administrator, Client and the Clients Tenants are kept fully appraised of the status of each reported defects issue

Issue, weekly, fortnightly and monthly status reports in confirmation of open, closed and abortive issues together with the appropriate objective evidence in confirmation of same

Health, Safety & Environment

Report all breaches of Health, Safety & Environmental Rules and Regulations to the Head of Department

Role Dimensions

Financial (budgetary control etc.)

Administrating purchase order procedures

Person Specification

Competency Requirements

Experience of providing Customer Service Defects Management in a busy organisation

Experience of working with contractors and supply Chain Partners and monitoring of service standards

Understanding of employer's requirements and working within KPI and service level agreements

Proven experience of delivering excellent customer care and service in a large organisation

Experience of complaints handling and follow up procedures

Ability to work as part of a team but also have self-motivation to manage and be responsible for own workloads whilst, demonstrating the ability to work well in a high pressurised environment

Technical / Professional Expertise and Qualifications Required

Working knowledge of MS Office

Practical knowledge of NHBC, LABC & Premier Guarantee guidelines

It would be desirable if the person had proficiency in Clixifix and 4 Projects.