Role Overview
Job Title: Contract Repairs Administrator
Department: Contract Admin Team
Reporting To: Admin Performance Manager
Location: WFH
Salary: £30,000
Contract: Full Time / Permanent
The Role
We are seeking a highly experienced Administrator to manage complex repair workflows across a diverse range of heating systems, including residential, commercial, and renewable energy installations. You will serve as a critical control point, managing financial viability, driving timely job completion, and providing senior support within your assigned team.
Core Responsibilities
1. Financial Control and Commercial Viability
● Cost Assessment: Proactively review high-value repair jobs to assess their financial
viability, preparing costs and quotes in a timely manner to ensure next visits are
profitable and delivered within SLA
● Resolution Strategy: Identify scenarios where a repair is not cost-effective and present
alternative solutions to the client.
● Cost Prevention: Intervene in complex, recurring issues (specifically those requiring
more than two visits without resolution) to stop cost overruns and prevent further
unnecessary service attendances.
● Quote Management: Coordinate with specialist suppliers and subcontractors and
internal teams to ensure accurate quotes are generated, issued promptly, and approved
before ordering parts.
● Invoicing and cost evaluation: Support the cost evaluation of incomplete and
completed jobs to ensure invoice efficiency for the business
2. Repair Workflow and Case Management
● Daily Review: Conduct daily oversight of all incomplete repair jobs, prioritising work
based on urgency and complexity.
● Job Differentiation: Efficiently distinguish between standard residential repairs and
more complex system issues, understanding that parts sourcing and repair timelines
differ significantly.
● Follow-on Processing: Immediately process engineer reports to coordinate subsequent
repair work. This often requires coordination with specialist suppliers rather than
standard domestic merchants.
● Complaint Prevention: Review and progress jobs that are currently on hold or in a
‘Suspended’ status to ensure timely completion.
3. Administration and Quality Assurance
● Critical Reporting: Compile and submit urgent reports on time (e.g., reports for
properties without heat), ensuring absolute accuracy to mitigate risk.
● System Management: Manage external client systems and portals daily. Monitor and
resolve technical data transfer issues between internal and external systems to prevent
data loss.
● Enquiry Handling: Manage the team’s general enquiry inbox and ticketing system,
processing enquiries and job updates throughout the day.
● Complaint Resolution: Investigate and respond to initial customer complaints regarding
failed repairs, ensuring adherence to client timelines to prevent escalation.
● Communication: Maintain prompt and professional communication in all direct
correspondence with clients via phone or email.
4. Team Leadership
● Senior Support: As a senior administrator, you are expected to provide leadership and
guidance to your team partner and colleagues on complex or unique queries.
● Shared Success: Work collaboratively within your team structure, sharing knowledge
on complex cases and managing shared administrative tasks.
Skills and Experience Required
● Experience: Proven senior-level experience in repairs planning, helpdesk support, or
property management.
● Technical Versatility: Ability to adapt procedures for different technologies,
understanding the distinct timelines and cost structures required for commercial versus
residential repairs.
● Commercial Awareness: Strong financial and commercial understanding, including the
ability to identify when a job is becoming excessively expensive or inefficient.
● System Proficiency: Confidence in simultaneously using multiple administrative tools,
including support ticketing systems, tracking spreadsheets, and external client portals.
● Communication: Assertive, professional, and clear communication skills. Must be
comfortable explaining technical delays to both residents and commercial clients.
Success Measures
● Workflow Control: 100% of actionable work reviewed and progressed daily.
● Job Stagnation: Maintain less than 5% of work in a suspended or on-hold status.
● Speed of Action: All subsequent works progressed within 24 hours of receiving the
engineer report.
● Reporting Accuracy: Critical reports (e.g., Off-Heat reports) submitted accurately and
on schedule.
● Complaints: Initial-level complaints acknowledged within 24 hours and completed within
client service level agreements (SLA).
● Response Times: All tickets and emails acknowledged within 24 hours.
Pay: £30,000.00 per year
Benefits:
• Company pension
Work Location: Remote
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