Defect Resolution Coordinator - NW London

PMR are seeking a Defect Resolution Coordinator, for our client, a provider of high-end residential BTR developments. The Defect Resolution Coordinator will assist the defects team that manages contractual defects across residential developments.

This role is a support function with a particular focus on proactively managing the resolution of defect-related issues/ projects, driving processes, enhancing experience and reporting. The role includes face to face and virtual interaction with contractors, stakeholders, customers, and on-site presence.

Key Responsibilities:

• Provide support based on the demands of each development, working closely with Defects Resolution Coordinators and Manager ensuring projects are planned and managed successfully.
• To provide direct and prompt communication and coordination with Customers, Contractors & Defect Resolution Team with regards to the remedy and repair of defects.
• Work closely with 3rd party suppliers / in-house departments to ensure customers' needs are met at all times.
• Keep our stakeholders effectively informed of progress with all defect related items.
• Support Defect Resolution Coordinators in monitoring defects and working with internal database(s) to respond and close out queries and issues within agreed timeframes and record thoroughly all actions on our internal database.
• Producing accurate reports in a timely manner and drawing conclusions/ making recommendations
• To manage and/ or support projects such as retrofits and End of Defect (EoD) liability projects, where required
• Proactively seek ways to drive and execute efficient solutions within the defect management process, inclusive of standard operating procedures, software systems and reporting.
• Proactive approach to understanding individual buildings/ systems and investigating unusual or challenging defective items/ issues.
• Proactively carrying out quality checks in apartments and on completed defects

Qualifications, Skills & Experience:

• A background in Facilities Management or New Build Customer Care/ Aftercare
• Experience within a project support/ coordination role with demonstrable customer service skills and ability to adapt/ contribute to evolving processes and new procedures
• A team-player who proactively helps the front-end team meet the demands of the business and on occasion, support in resolving critical issues via telephone outside of normal operating hours may be required
• IT literate with CRM software and skills in all MS packages.
• Impeccable written and spoken English, excellent organisation skills and concise, meticulous record keeping and time/ priority management.
• Resilient, with a sense of urgency and the ability to work well under pressure, applying solution-based thinking whilst maintaining attention to detail
• Tenacious, self-starter with the ability to prioritise work efficiently and use own initiative and problem-solving skills when situations are presented & react to situations in a calm and professional manner
• Proactive attitude, excellent communication and people skills, happy liaising with customers, contractors, and stakeholders via multiple channels
• Experience of Salesforce or equivalent system experience with ability/ contribution to simplifying.