Defects Liaison Officer

Job Overview

The Defects Liaison Officer role at Tuath Housing Association is a full-time permanent position based in Dublin, offering hybrid work arrangements. This position is responsible for managing the resolution of defects in newly managed homes, serving as the main point of contact during the defects liability period to ensure high-quality customer service and effective defect remediation.

Core Responsibilities

• Serve as the intermediary between external parties, tenants, and Tuath Development Team during the defects liability period.
• Collaborate closely with the Development Team and contractors to address queries and resolve defect-related issues.
• Monitor, track, and analyze defect data to detect trends and highlight opportunities for process improvement and better future home designs.
• Support the Responsive Repairs team in resolving routine defect concerns efficiently.
• Coordinate with contractors, subcontractors, and project managers to guarantee prompt and appropriate defect fixes.
• Generate and maintain regular reports documenting defect progress and job closure within organizational systems.
• Engage with customers and contractors regularly to manage defect workflows and communications.
• Work alongside property surveyors and clerks of works to manage latent defects and manage warranty claims when required.
• Enhance customer communication avenues for more effective information flow.
• Ensure a responsive, professional handover experience that aligns with high customer satisfaction standards.
• Drive continuous improvements in defect management processes to boost overall project quality and operational efficiency.
• Follow up on pending works, confirming customer satisfaction upon job completion.
• Organize and sometimes attend site inspections to better understand repair requests and foster strong customer relations.
• Effectively triage repair requests, assigning appropriate contractors and scheduling timely follow-ups while keeping customers informed.
• Liaise directly with team members, contractors, and stakeholders to coordinate repair schedules.
• Prepare and ensure authorization of health, safety, and compliance documentation for repairs in advance.
• Identify and manage risks associated with the repair process including compliance, customer service, and financial risks.
• Maintain excellent customer service standards for all stakeholders in the process.
• Make policy-based decisions to achieve positive resolutions.
• Respond promptly to defect-related inquiries.
• Provide weekly progress reports on defect management activities.
• Ensure all procurement related to defects complies with Tuath's procurement policies.

Organizational Duties

• Contribute to developing operational plans.
• Adopt a cooperative and supportive attitude while maintaining current professional knowledge and assisting colleagues.
• Supply statistical data, information, and testimonials for the annual corporate report.
• Promote effective communication, excellent customer service, and the pursuit of continuous improvement in all organizational activities.
• Be proactive in building and maintaining strong networks and relationships internally and with external agencies to ensure exemplary service delivery.

Health and Safety Responsibilities

• Perform all duties in a manner that ensures safety for self and others, in alignment with Tuath's Health and Safety Policy.
• Guarantee all necessary health and safety risk assessments are conducted and that team members understand and follow specific safety instructions and use personal protective equipment when required.
• Make sure team members recognize risks related to their roles and comply with relevant safety requirements.

Note: This job description is subject to updates and is not exhaustive of all responsibilities which may be required from time to time.