Services Assistant (Repairs)

Glasgow West Housing Association Ltd is a voluntary, not for profit organisation and a registered charity.  With history dating back to 1978, we have a vision of shaping thriving communities.  With over 1500 rented properties: Homes are our purpose, service and sustainability is our priority.

The Services Assistant (Repairs) is responsible for the delivery of front-line customer service, liaising with external stakeholders in relation to work orders, maintaining comprehensive and accurate records, and supporting the wider team in the administration of policies and procedures.

The ideal candidates will have a minimum of 3 x SCQF Level 5 or equivalent (including English), customer service experience, including front line resolution of complaints and strong IT skills with experience of reporting.

A summary of key tasks include:

1. Front-line customer service role, with primary focus on repairs services including Right to Repair and Insurance claims.
2. Wider customer service responsibilities as part of front-line Services Team, including: Point of contact for enquiries in relation to housing management, tenancy and allocations; Assisting tenants and service users in the completion of housing application forms, and liaising with housing applicants in relation to the assessment of housing needs in accordance with GWHA Housing Allocations Policy where required.
3. Liaise with external stakeholders as required to ensure effective service delivery.
4. Routinely pursuing outstanding work orders to completion including associated administration and invoice approval within delegated authority levels.
5. Administrative duties in relation to raising repairs work orders, monitoring progress and completions, liaising with customers and contractors with respect to responsive repairs, stage III medical adaptations and void management.
6. Providing a courteous and efficient service to residents and the community.
7. Working with team members to ensure duty officer cover.
8. Arranging and carrying out house visits as required.
9. Supporting the repairs team in the administration of policies and procedures, and in the delivery of team plans, objectives and performance indicators.
10. Maintaining and updating records/systems and preparing statistical information for reporting purposes.
11. Frontline complaints handling in accordance with SPSO framework and GWHA’s complaint handling procedure. Accurate record-keeping and emphasis on mitigation of complaints through contribution to monthly team evaluation and learning.
12. Co-ordination of admin/follow-up actions resulting from customer satisfaction feedback.
13. Supervision of others and co-ordinating work deadlines and priorities for Services Administrator(s).
14. To carry out any other duties which may be reasonably requested by your line manager to meet the needs of the business.

In return, GWHA offer generous EVH Terms and Conditions including:

• 25 days annual leave and 15 public holidays
• Defined contribution pension scheme
• Death in Service Benefit
• Flexible working practices including flexi time, enhanced occupational maternity, paternity and shared parental leave
• Cycle to work scheme
• Specific GWHA benefits including; annual service commitment award, long service award and additional festive leave
• Professional development & training opportunities

Post subject to satisfactory Disclosure Check.

For further information and an application pack, please visit our website.

Closing Date: 12 noon on Friday 10 January 2025.

Interview Date: Monday 27 January 2025.