Defects Co-ordinator - Partnerships - Stratford HQ

Galliford Try
03 Apr 2018
24 Apr 2018
Contract Type
Full Time
JOB TITLE: Defects Co-Ordinator
REPORTS TO: Defect Manager
LOCATION: Stratford, London
DIVISION: Partnerships London

Galliford Try is a leading UK House-building and Construction group. The business is split into three distinct divisions, Construction, House-building and Partnerships, covering a range of specialist work in affordable housing, commercial, custodial, education, health, interiors and leisure, across both public and private sectors. Listed on the London Stock Exchange and a member of the FTSE 250. Our vision is to be leaders in the construction of a sustainable future.

Part of our Housebuilding Division, Partnerships represents a fusion of contracting, housing and mixed-use regeneration expertise. We undertake design and build contracting, mixed tenure and speculative development, estate regeneration and property support services nationwide. We work in collaborative long-term arrangements with Registered Providers, Local Authorities and other stakeholders to build high quality housing and sustainable communities.

Purpose of the role:

  • To provide an exceptional customer care service to all Galliford Try Partnerships South East Clients in accordance with the guidelines specified within the associated contract conditions.
  • To ensure the attendance of all defects reported to Galliford Try Partnerships contracts during each defects liability period are completed within the stipulated timescales. To inform all clients and their home buyers in accordance with KPIs as to the status of all reported defect issues.
  • To aid in securing the release of all monies held in retention upon each contract within the contractual requirements.

Key Accountabilities:

  • Record defect issues immediately upon the Defects Management Database
  • If doubt exists regarding the authenticity of the reported defect issue, contact the originator or tenant of the report to ascertain the providence of the reported issue, before sending the defect issue for action to the appropriate party.
  • Arrange access appointments with client/contract administrators/tenants for GTPSE operatives and sub-contractors, where possible, and confirm appointments with all parties.
  • Ensure that all Subcontractors and Directly Employed Operatives are attending to defects in accordance with the requirements of the companies "Code of Conduct".
  • Chase sub-contractors regarding the status of the reported defect issue and required actions where applicable and issue notice to the subcontractor upon failure of attendance with contractual obligations.
  • Update the database with the cause of each defect, date completed and ensuring defect trend analysis.
  • Write to Contract Administrator/Client/Home Buyer on a weekly/fortnightly/monthly basis or as required by the contract to confirm the status of each reported defect (open, closed & abortive). Scan all signed "defect report sheets" and issue with the status report
  • Issue defect reports to assigned subcontractor/GTPSE Customer Services Operative for completion within the time scales proscribed within the contract
  • Ensure that the Contract Administrator, Client and the Clients Tenants are kept fully appraised of the status of each reported defects issue
  • Issue, weekly, fortnightly and monthly status reports in confirmation of open, closed and abortive issues together with the appropriate objective evidence in confirmation of same

Health, Safety & Environment

Report all breaches of Health, Safety & Environmental Rules and Regulations to the Head of Department

Role Dimensions
Financial (budgetary control etc.)
  • Administrating purchase order procedures

Person Specification:
Competency Requirements

  • Experience of providing Customer Service Defects Management in a busy organisation.
  • Experience of working with contractors and supply Chain Partners and monitoring of service standards
  • Understanding of employer's requirements and working within KPI and service level agreements
  • Proven experience of delivering excellent customer care and service in a large organisation
  • Experience of complaints handling and follow up procedures
  • Ability to work as part of a team but also have self-motivation to manage and be responsible for own workloads whilst, demonstrating the ability to work well in a high pressurised environment

Technical / Professional Expertise and Qualifications Required

  • Working knowledge of MS Office
  • Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
  • It would be desirable if the person had proficiency in Clixifix and 4 Projects.