- Receive and process calls from a range of other departments wishing to report or make enquiries regarding a wide range of responsive repairs.
- To take follow up action in respect of calls received liaising with customers and issuing work to trade colleagues, contractors and a wide range of council departments.
- To refer all calls and queries regarding daytime emergencies to the appropriate areas/teams operations officers.
- Process all reports in an accurate and timely manner.
- Act as point of contact for on-site staff/managers and maintain a log of their whereabouts both for safety, workload management and audit purposes.
- Receive repair requests, to diagnose using skills, training and IT systems, establish the reason for the request, its urgency and to take prompt and appropriate action in accordance with policy procedures and instructions.
- Respond to any enquiry, including making appropriate referrals to other Housing or Council services.
- Maintain a comprehensive knowledge of all data bases and software used within the Department including any amendments.
- To be responsible for undertaking daily scheduling of operatives including resource levelling and reassigning tasks where necessary.
- Ensure workforce holidays/absences are entered into the systems.
- Respond to Council wide emergency calls for repairs, public buildings, schools, council offices, highways, urban environment etc.
- Be prepared to work in different teams to ensure staffing levels are maintained.
- Contact customers, or their representatives in order to provide information or convey updates on repair updates and to manage appointments.
- Effectively manage a range of IT systems to monitor and control all work carried out including completion dates, whilst ensuring appointments for work are arranged and kept and target times and service standards are maintained.
- Identify non-standard material requirements and pre-notify operatives accordingly to ensure appointments are kept and "right first time" principles are maintained.
- Closely liaise with officers as requested to prioritise work schedules and project sequences to respond to resource availability and service demand.
- To be willing and able to adhere to work patterns and act as directed by the Team Leader to ensure sufficient operational cover is provided between the hours of 8am and 5pm Monday to Friday.
- To plan and manage daytime emergencies whilst ensuring KPI's are adhered to.
- Ensure all Health and Safety and Lone working procedures are adhered to.
- Managing operative's diaries, driving maximum productivity to maximum levels ensure operatives productivity is maintained throughout the working day.
- Ensuring orders are processed correctly by operatives to maximise productivity and achieve KPI's causing minimum impact to the financial year end.
- Vehicle Management - Ensuring daytime/OOH operatives have access to an appropriate vehicle at all times, taking into account; servicing, MOT's, stock checks and ensuring all systems and departments are updated with driver records.
- Support operatives with IT / system and handheld problems, resolving minor issues and reporting to ICT.
- Being aware of and schedule work in accordance to health and safety regulations and asbestos awareness to ensure operatives are adhering to current policies and procedures.
- Raising/scheduling evictions whilst liaising with housing managers and bailiffs to ensure all evictions are attended to at the specified time and operatives are provided with the relevant risk assessments.
- Assist the officers in dealing with queries regarding materials ordered, ensuring adequate materials were ordered to reduce overspend and ensuring material costs have been claimed back through relevant systems.
- To assist in the training and development of team members when required including agency workers.
- Constantly checking to update the status of a job issued to Operatives and Contractors in Servitor and DRS and update Databases and spreadsheets.
- Responsible for the management of significant information management systems.
- Carry out any other duties commensurate with the nature of the post
Connect2Dudleyis a trading style of Dudley & Kent Commercial Services LTD - A joint venture between Dudley Metropolitan Council & Commercial Services Kent Ltd. Connect2Dudley is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.