Defects Customer Advisor

  • Job Reference: 00007227-1
  • Date Posted: 20 May 2020
  • Recruiter: CV-Library
  • Location: City of London, London
  • Salary: £32,000 to £35,000
  • Sector: Real Estate & Property, Facilities Management, Covid-19
  • Job Type: Permanent

Job Description

A rare opportunity has arisen for a Defects Advisor to join a busy Operations team of a leading Housing Provider in Central London. The role will involve managing the Defects for New build properties and offering an Aftercare service to Customers.

The role will initially be on-boarded remotely, with an office base in Central London. It has a Monday - Friday working week, with a competitive annual salary of £32,000 - £34,000 plus benefits.

Client Details

The client is a unique Housing Provider based in Central London.


The key responsibilities of the role include but are not limited to:

Provide a customer-focused services and deliver an excellent defects service to residents in the defects liability period.
Welcome new residents to the service, including personal contact, ensuring any reasonable issues are resolved and their level of customer satisfaction is increased and maintained.
Provide technical advice and expertise on defect issues which occur in the properties and propose appropriate resolution, including challenging developer aftercare teams where matters should be dealt with by the developer.
Manage a caseload of disputed, complex or 'open' defects, liaising with colleagues, residents and developer aftercare teams to progress cases, provide regular updates and bring them to a timely and satisfactory conclusion.
Support the head of department and assist in monitoring and reporting on defect cases.
Review and continuously improve the defect management approach and processes, to ensure they are being identified and resolved effectively and we provide residents with the highest level of service in dealing with their defects.
To co-ordinate and manage defects and ensure contractual obligations and administer such work in a spirit of mutual co-operation and trust.
Build and maintain effective relationships with internal and external service providers.
Use resident feedback to identify common issues and develop plans to meet their individual and neighbourhood needs, thus improving their satisfaction levels.


The successful candidate for this post will have:

Experience offering an excellent customer focused service.
Experience in defects resolution, aftercare or repairs within Social Housing or a Private background.
Ability to use initiative to solve problems independently in a professional setting.
Excellent organisation skills required - this role is fast paced.
Excellent communicator and have experience in communicating and negotiating with internal and external stakeholders.
Good knowledge of building construction and maintenance and good knowledge and experience of building defect diagnosis and disrepairs.
Experience in developing and implementing processes for effective defects management
Acting efficiently and pro-actively within defined decision-making processes

Job Offer

This is an excellent opportunity to join a unique organisation at an important time. As well as a competitive annual salary of £32,000 - £35,000 and further benefits, the successful candidate will be on-boarded remotely. There are excellent opportunities for progression within this newly created position.

The interviews for this role will also be done via Video Call due to the current Covid-19 Pandemic.

Apply now to be sure you do not miss out