Senior Repairs Coordinator

The Senior Facilities Management Coordinator plays a key role in supporting the effective day-to-day operation of the Property Services Department, ensuring a high-quality, customer-focused service is delivered consistently. Working closely with the Property Services Manager, the post holder will coordinate and oversee repair activities, provide guidance to staff and contractors, and help drive continuous improvement across all aspects of the service.

This role requires strong organisational and leadership skills to ensure repairs are completed safely, efficiently, on time, and in line with relevant policies, standards, and budgets.

The role is also responsible for monitoring performance against key performance indicators (KPIs), analysing trends, and identifying opportunities to improve service delivery and customer satisfaction. The Senior Facilities Management Coordinator will use performance data and customer feedback to drive improvements, resolve complex issues, and support a culture of accountability and excellence.

Main Duties and Responsibilities

Operational Management & Service Delivery

Support the day-to-day management of the Property Services Department, ensuring responsive, planned, void, and non-regulatory repairs are delivered safely, efficiently, on time, and to a high standard.

Coordinate, prioritise, and oversee repair works, acting as the point of escalation for complex, high-risk, or out-of-time repairs, complaints, and service requests.

Ensure the housing management system is accurately maintained and used correctly by staff members.

Minimise out-of-time repairs through effective monitoring, follow-up, and intervention.

Follow up transactional repair surveys and ensure resident satisfaction with outcomes.

Performance Management & Continuous Improvement

Monitor, analyse, and report on key performance indicators (KPIs), trends, and service outcomes.

Use performance data and customer feedback to drive service improvements, reduce repeat repairs, and improve value for money.

Lead and deliver service improvement and action plans relating to reactive repairs, voids, planned works, and non-regulatory services.

Support the development and embedding of continuous improvement processes across Property Services.

Contractor & Contract Management

Manage and maintain effective working relationships with contractors, particularly the main repairs contractor.

Lead weekly, monthly, and quarterly contract review meetings and attend informal contractor meetings as required.

Monitor contractor performance against service level agreements, quality standards, and budgets.

Monitor, review, and report on non-regulatory contracts including gardening, cleaning, gritting, window cleaning, bin cleaning, and other cyclical maintenance services.

Provide contract administration, liaison, and process support to ensure successful delivery of responsive, planned, and non-regulatory works.

Assist with the planned works programme, including tenant consultation and service delivery support.

Become familiar with, develop, and monitor Schedule of Rates pricing, reporting on individual items and contractor adherence.

Ensure in-house operatives deliver value for money through analysis of completed works.

Financial & Administrative Responsibilities

Understand and support the management of budgets for responsive repairs, planned works, and non-regulatory services, including budget-setting processes.

Process and manage invoices in a timely manner to meet finance requirements.

Produce programmes, management information, and KPI reports for internal and external stakeholders, ensuring records are stored appropriately.

Leadership, Communication & Engagement

Provide guidance, coaching, and support to staff, sharing best practice and supporting development.

Support the Property Services Manager with operational planning, policy implementation, review, and service development.

Attend staff meetings, tenant meetings, team briefings, and organisational events as required.

When required, provide telephone and reception cover, resolving enquiries at first point of contact where possible.

General & Organisational Responsibilities

Ensure compliance with all health and safety, statutory, and regulatory requirements.

Demonstrate confidentiality, professionalism, and integrity at all times.

Work in a manner sensitive to the culture and religious needs of the Jewish community.

Promote equality, diversity, and anti-discriminatory practice.

Participate fully in training and development in line with organisational and mandatory requirements.

Undertake any other duties within the scope of the role as reasonably required.