Contract Repairs Administrator: job at Remote Full Time

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