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Scheduler/Administrator
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About the Job: -
Undertake the work planning function for a group of maintenance operatives utilising a range of IT systems to ensure that all appointed jobs are carried out on time and that there is effective communications with customers. Carry out other administrative and data handling functions as instructed by the Senior Planner & Supervision Officer including updating all systems information, addressing queries from the Customer Service Centre. The post holder may be required to work in any admin capacity within the Repairs Service ensuring that the directorate works as one entity.
Key Responsibilities: -
- Create all new jobs, manage all workers' diaries, and schedule appointments.
- Plan workforce activity in advance, reallocating work as required and integrating emergency jobs as reported.
- Ensure active communications with the field workers so that any unplanned occurrences are addressed immediately.
- Identify risks as early as possible so unplanned disruption occurs.
- Review the balance of work in the team and in individual trades to ensure that there is capacity to deliver emergency and urgent repairs,
- Ensure that any jobs ordered without appointments, such as communal repairs are effectively integrated into the workload and completed within overall job priority times.
- Provide a high standard of customer care in handling all communications and enquiries, both with tenants and leaseholders and with the Customer Service Centre.
- Initiate calls to tenants / leaseholders -rescheduling repairs at the earliest possible time.
- Follow up on any 'out of hours' emergencies to ensure work completion information is properly recorded and necessarily follow up work arranged.
- Assist with the management of maintenance officers' diaries to ensure effective use of time for pre inspection work.
- Take part in rotas to provide support to the team between 8am and 8pm.
- Operate systems for the monitoring of issues for the team such as sickness absence, holidays, training, and development. Ensure appointments and work allocation takes account of times when operatives are not available.
- Undertake any other duties consistent with the purpose of the post.
We are looking for the following Experience and Skills: -
- Self-sufficient, motivated with drive and determination.
- Ability to communicate effectively with a positive approach to solving daily work challenges.
- Ability to deal sympathetically with tenants and leaseholders in course of daily duties.
- Able to use judgement and discretion.
- Able to work on own initiative or part of team /take responsibility.
- Demonstrates high levels of energy and commitment.
- Good sound educational background with strong Repairs systems understanding Excellent Microsoft Excel and Power Point experience.
- Significant experience of a high-profile customer services role within a social housing repairs environment.
- Ability to manage all aspects of a customer focused team, including supporting developing and motivating staff, budgetary control and planning services.
- A proven track record of successfully working in a customer service team in either a contact centre or in a responsive repair's environment.