Reactive Works Co-Ordinator - Repairs team - HP10 0DF

The Vacancy

Here at Paradigm, it’s all about our customers and as a direct result of other internal promotions in the team, we are seeking an exceptional co-ordinator for our ‘Reactive / Repairs’ team who will deliver an excellent repairs experience for all our customers. If you are passionate about customer service, organised, have a strong work ethic and can adapt to a fast-paced environment - we can’t wait to hear from you! Your drive and energy to work alongside your team, seeking great outcomes for our customers, technicians, and other stakeholders.

You will work closely with your colleagues and managers who are responsible for delivering a repairs service to our customers in line with our Customer Care standards and corporate practice. You will do this by efficiently managing the work schedules of our technicians and liaise with our suppliers and subcontractors, you will also build strong working relationships with our Customer Service team.

Duties include:

• Scheduling of reactive works in our customers’ homes
• Accurate updating of our database and systems
• Issue emergency works to technicians
• Courtesy calls to customers to ensure effective communication
• To provide support to our technicians and senior technicians.

You will need to have/be:

• Previous experience in customer services, either in a call-centre / service centre operation or property maintenance environment.
• A commitment to excellent service delivery and the ability to deliver great outcomes to our customers.
• A Team Player with the ability to communicate well across all levels and support colleagues.
• A methodical approach with strong problem-solving skills to maximise effectiveness in the role.
• Working in a fast moving and ever-changing environment, with the ability to stay calm under pressure and prioritise tasks effectively.
• You will need to have a pleasant telephone manner and be a good communicator with both internal and external customers as you will be liaising with the customer and delivery team throughout the duration of the works.
• Recent and relevant experience of scheduling work for field operatives.
• Accuracy and the ability to pay attention to detail.
• Excellent organisational skills with ability to plan workload, manage time effectively and meet deadlines whilst working under pressure If you have the experience, the skills and determination we would really like to hear from you.

Where could this role take you?

Whilst this is not currently a permanent role, in a business our size and with the transformation we are going through, there is a possibility that this could either be extended, made permanent or other opportunities may arise; many of our talented colleagues started at Paradigm as temporary/interim and have gone on to forge successful careers with us. However, if something longer term doesn’t materialise, you will still gain valuable experience which will add to your employability in this and similar fields.

About us: A Best Companies values’ driven 1 STAR accredited organisation in recognition of our high employee engagement and offer a welcoming and friendly environment. We’re proud to offer great benefits and have a committed approach to employee wellbeing and we offer an attractive range of benefits:

• Holidays – 25 days to start (this rises with service to a maximum of 30 days) plus 3 paid days between Xmas and new year when we close, plus the opportunity to buy up to another 5 days each year (subject to conditions)
• Pension scheme: employee minimum contribution of 3% and Paradigm will contribute 7.5% or 9.5% depending on the employee’s contribution rate.
• Annual Bonus potential
• Family Friendly policies incl generous Paternity, Maternity, Shared parental and adoption leave, sabbaticals and more
• Health Cash Plan – worth over £1,800 p/a includes Dental, Optical, Prescriptions and Flu jabs, Physiotherapy, Chiropractic therapy, Reflexology, Sports massage and more.
• Professional Sponsorship Scheme (subject to conditions) and professional subscriptions paid
• Remote hybrid working
• Up to 3 paid ‘Giving Back’ (Volunteer) days a year
• Newly created modern offices collaborative offices, with free parking and charging points for electric vehicles
• Social events, such as Quiz nights, Xmas Party, Summer BBQ (Covid permitting)

We support flexible working and welcome applications from all sections of the communities we work in shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification.