How long have you been working at the NFRC Competent Person Scheme?
I joined the NFRC Competent Person Scheme as a temp three years ago as Operations Coordinator and I’ve never left! Prior to that I worked in travel. All of my previous experience in administration was in the travel industry. I’ve always been talking to customers, looking after them and making sure they are happy.
What does a typical day at work look like?
It’s a difficult question to answer as every day is so different. I spend most of my time speaking to contractors, helping them to log works, or giving them general advice on how to use the portal, correct any errors etc. I also spend some time talking to property owners. They quite often call to double check that a contractor is registered on the Scheme, looking for peace of mind. I advise them on what they should expect from their roofing contractor, and what paperwork they will need. I also issue Building Regulation Compliance Certificates for contractors eligible work, as well as making sure they have the correct logos to promote that they are part of the scheme.
That sounds like a very busy role…
It is! There are around 530 contractors, and I’m pretty sure I speak to them all in some way or another, whether it’s through phone calls or emails. I’m the first port of call for all of our registered contractors, as well as those going through the application process.
What about those who haven’t joined the scheme yet?
I help potential contractors all the way through the enquiry and application process. By the time they get to joining the scheme we’ve spoken multiple times and built up quite a good relationship. I always encourage applicants to pick up the phone to chat, and I’ll sort out what ever they need. By the end of it I feel like we’re friends. They tell me about their families, their lives as as well as their roofing business.
Do you have any favourite contractors?
I am absolutely not answering that! They’re all my favourites…all 530 of them!
There must be some that you talk to more than others?
Of course. There are some I speak to three or four times a week, and there are some I only speak to once every few months. I’m here when they need me really. I start to learn their voices so I often know who I’m speaking to without them having to tell me. I imagine that personal touch adds a lot to the experience for contractors I like to think so. I do get a lot of positive feedback from contractors to say that they’re glad they can pick up the phone and know that they’re going to be able to talk to me. I went on holiday to Mexico recently and I had a lot of voicemails when I came back! What’s your favourite part of the job? Talking to people. I’ve always been really chatty, and I do enjoy helping people and making their lives a bit easier. I love it when I end a call with a contractor feeling like I’ve helped to solve their problem. Any advice for potential roofing contractors applying for the scheme? Get in touch! I can talk them through the process, the documentation they need and how long it will take. As long as they are organised and have all of the documentation ready, it’s a really simple process.
