Defects Liaison Officer

Job Description: Defects Liaison Officer  

Responsible To: Responsive Repairs Team Leader 

Responsible For: N/A 

Location: Dublin with hybrid working 

Contract: Full Time Permanent 

As Defects Liaison Officer you are responsible for overseeing the resolution of defects for all newly managed homes, acting as the primary contact during the defects liability period (DLP) when these homes come into management.  The aim is to ensure a positive customer experience and provide an excellent defect resolution service for new Tuath Housing customers. 

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation. 

KEY RESPONSIBILITIES (Functional): 

1. Acting as liaison with external stakeholders, Customers and Tuath Development Team during the contractual defects period. 
2. Working effectively with the Development Team and Contractors to address queries and issues. 
3. Tracking and analysing defect data to help Tuath identify trends, process improvement opportunities and improve future design. 
4. To support the Responsive Repairs team to resolve day to day defect issues 
5. Liaise with contractors, subcontractors, and project managers to ensure timely and effective resolution of defects 
6. To produce regular reports for defect contractors to record defect progress and close jobs on our systems 
7. To monitor and action defects, liaising with Customers and contractors.  
8. Work with Property surveyors and clerk of works to resolve latent defects and process warranty claims when required 
9. Help develop and improve our customer communication channels. 
10. Ensuring that the customer’s journey in relation handovers is responsive, professional, and provides satisfaction 
11. Continuously Improve defect management practices to enhance overall project quality and efficiency  
12. Follow up on outstanding works and ensure customer satisfaction upon completion. 
13. Organise and, at times, attend site inspections to better understand reported repairs and build strong customer relationships 
14. Confidently triage repair requests to appoint the correct contractors and arrange follow-up works promptly, ensuring customers are regularly updated 
15. To liaise directly with team members, contractors, and stakeholders to co-ordinate the scheduling of repairs work 
16. To ensure all health and safety and compliance requirements are prepared in advance and ordered / authorised. 
17. Identify and manage risks associated with the repairs process for defect properties including compliance, customer and financial risks to the business 
18. Ensuring the delivery of an excellent customer service to all process stakeholders 
19. Make decisions with reference to policy as necessary to find a positive conclusion 
20. To respond promptly to queries relating to defects 
21. To provide weekly progress reports 
22. To ensure that all procurement activities are carried out in accordance with the organisations procurement policies.  

KEY RESPONSIBIITIES (Organisational):  

1. Provide input into the Operational plans. 
2. Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required. 
3. Provide statistical data, information, and testimonials for annual report.  
4. In all aspects of the company’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement. 
5. Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery. 

Health and Safety Responsibility 

1. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with Tuath’s Health and Safety Policy. 
2. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues 
3. are aware of and adhere to any specific instructions and use personal protective equipment where 
4. required. 
5. Ensure that team members are aware of any risks associated with their role, adhere to any specific 
6. instructions, and use personal protective equipment where required. 

This job description is not definitive or restrictive and will be subject to periodic review.