Your new company
A leading UK construction and regeneration group, operating in the public and commercial sectors, through six divisions of construction and infrastructure, fit out, property services, partnership housing, urban regeneration and investments.
Your new role
- Take ownership and responsibility for identifying the customer's needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions.
- Take ownership of the forward schedule to ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer's preferences and operational constraints (i.e. make a promise to the customer that you are confident we can meet).
- Take ownership of and manage unscheduled jobs.
- Effective use of the MSi system to actively schedule available Operatives and Sub-Contractors to jobs.
- Deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction.
- Oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work.
- Work with the commercial team and operators to ensure materials are ordered and collected from suppliers promptly and work is planned to ensure we can provide a first-time fix to residents wherever possible.
- Handling calls and emails from the client to log issues, deploy Operatives and monitor completion of the work, providing updates at regular intervals.
- Ensure that the system is updated in a timely manner so that the client and the Operations are in receipt of the most up-to-date information.
- Ensure the scheduling process delivers maximum productivity.
- Where first time fix is not possible, manage the effective scheduling of follow-on work.
- Understand the case workload and alert the Team Leader to issues requiring intervention.
- Understand the contractual KPI's, then plan, allocate and operate to exceed client expectations.
- Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers
- Take a strategic view of demand (jobs being raised) and the supply of resources (Operative and Sub-Contractor skill mix) and make recommendations to the Partnership Manager and Supervisors about optimising the available resource mix.
What you'll need to succeed
- Excellent organisation skills
- Excellent communication skills, able to communicate at all levels
- Good knowledge of repairs and maintenance sector or trade-based background
- Good problem-solving skills
- Proactive, and able to multitask
- Good attention to detail
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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