Technical Correspondence Co-Ordinator

Essential Skills

Educated to a good level in a relevant repairs related discipline or either City & Guilds in a relevant discipline

Good understanding of current legislation in regards to asbestos, Health and Safety Act section 20’s.

Experience of working within a responsive repairs department

Knowledge of diagnosing building defects from phone call interrogation and practical experience of remedies.

Experience of communicating with diverse groups and the ability to work within a diverse environment and equalities policy

Able to produce written correspondence and reports to a high standard.

Basic repair qualification (ONG/OND) or C&G related.

IT literate in standard office applications and the ability to interrogate and manage computerised databases


Oversee all necessary complaint surveying tasks on behalf of Technical Services to ensure the successful delivery of works to include organising property surveys, providing specifications, overseeing on site supervision of contractors and dealing with post works queries.

Meet the required performance standards and targets in relation to all repairs and maintenance duties undertaken in relation to Technical Services complaints and members enquiries.

Oversee regular inspections of ongoing works in relation to complaints and member enquiry correspondence.

Check work in progress and on completion to ensure compliance with specification requirements and Health and Safety Legislation.

To communicate effectively with all sections of the Housing Repairs Centre, Owner-Occupier Services, Project Management Estate

Management to ensure complaints and disputes are resolved effectively and efficiently?

Investigate and provide comprehensive responses on behalf of Technical Services to customer complaints & member enquiries within timescale and ensure satisfactory contractors’ compliance, make recommendations to the Senior Maintenance Surveyor/Maintenance Surveyors on proposed remedies where required.

Ensure all paperwork and electronic systems are kept up to date and the relevant databases are updated with notes where necessary.

Attend regular progress meetings with contractors and take appropriate action on performance and quality in relation to ongoing/ and or resolved complaint and member enquiry issues, obtain feedback on any organisational learning identified for contractor related complaints.

 Oversee and arrange any site visits with regard to Technical Services complaints and member enquiry investigations and progress inspections as necessary to ensure satisfactory completion of works to standard and timescale as advised in complaint / member responses.

Oversee and arrange post inspections where necessary of completed repairs to both individual properties and communal areas in relation to complaints and member enquiry responses to ensure compliance with standards of quality, specification and price, recalling the contractor as required.

To keep accurate records of advice and information given to the public upon which they might rely.

General Duties

Undertake any other duties as directed by the Head of Repairs & Maintenance the Contractor Performance and Complaints Manager, and Senior Maintenance Surveyor.

At all times carry out the duties and responsibilities of the post with due regard to the Council’s equal opportunities and health and safety policies.

The duties of this post determine that the postholder is designated a “VDU user” within the terms of the Health and Safety (Display Screen Equipment) Regulations 1992.

To participate in or manage activities that lead to recognised awards for the team or the Department e.g.

Charter mark, IIP, ISO

Assisting (and deputising when necessary) the Contractor Performance       and Complaints Manager as the central point of contact for written enquiries from Members of Parliament, Elected Members and Ombudsman, working collaboratively with other managers within the Department, to co-ordinate the provision of timely, accurate, consistent and meaningful responses within statutory and local targets.

Compile composite responses to Member Enquiries

Additional information about the process

This Person Specification gives a description of the skills that are required by the postholder.

It is a particularly important document to consider when completing your application; it provides a “benchmark” against which applicants will be shortlisted.

Only candidates who can demonstrate that they meet the essential criteria will be considered.

You should therefore ensure that your application demonstrates how your previous experience, skills and abilities match all of the essentials identified and show examples of evidence of these.

Please also note that the interview will probe, in more depth, all criteria and additionally:

Commitment to the promotion of Equal Opportunities

Commitment to and awareness of Quality in Customer Services

Commitment to the promotion of Health & Safety at Work   


The Council has a strong commitment to achieving equality of opportunity in its service to the community and the employment of people and expects all employees to understand, comply with and promote its policies in their own work.


The postholder shall ensure that the duties of the post are undertaken with due regard to the Council’s Health and Safety Policy and to their personal responsibilities under the provisions of the Health and Safety at work Act 1974 and all other relevant subordinate legislation.

For a more detailed definition of these responsibilities, refer to the current versions of the Corporate Health & Safety Policy, Group Safety Policy and employee information leaflet entitled "Health & Safety Policy; Guidance on Staff Health & Safety Responsibilities".

Purpose Of Job

To provide a customer-focused service for Technical Services which meets the agreed standards and targets. This will involve working in partnership with a wide range of individuals and organisations, both internal and external to the organisation, in order to deliver improving services.

To co-ordinate Technical Services complaints procedures and to act as the main contact within the repairs centre for receiving and responding to customer complaints and member enquiries for the service.

To provide concise and comprehensive responses to complaint and member enquiry correspondence on behalf of Technical Services to oversee and arrange all necessary surveys, specify works & manage such works, in relation to complaints and member enquiry outcomes in line with customer satisfaction and equality policies. 

Where appropriate to act as the Council’s representative to the public and external organisations, extending courtesy, co-operation and dignity as appropriate.

To monitor contractors working on behalf of Technical Services ensuring works are undertaken and completed to expected standards, specifically in relation to the resolution of customer complaints, service requests and member enquiry investigations, identifying both internal and contractor organisational learning where appropriate, ensuring positive customer satisfaction feedback outcomes.


If you match these requirements, please apply as usual.

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  • Start: 19/10/2020
  • Duration: 12 Weeks
  • Rate: £15 per hour
  • Location: Enfield,England
  • Type: Contract
  • Industry: Public_Sector
  • Recruiter: Elevate Direct
  • Contact: Elevate Direct
  • Tel: 00000000000
  • Email: to view click here
  • Reference: IDIBU-11074
  • Posted: 2020-10-19 13:32:28 -

  • View all Jobs from Elevate Direct

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