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defects co-ordinator

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Stratford, London
Job type:
Date Posted:
15 March 2019
reference number:

Purpose of the role:

* To provide an exceptional customer care service to all South East Clients in accordance with the guidelines specified within the associated contract conditions.
* To ensure the attendance of all defects reported to the client 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 client 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/Client 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

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.

Primary Location

Stratford, London


Customer Service

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.