The posting
Purpose of the Role:
1. To plan and schedule appointments / programmed works across the division to achieve maximum productivity, ensuring that suitably qualified operatives are correctly and efficiently allocated always.
2. Work to very tight deadlines in a dynamic and constantly evolving environment to arrange, coordinate and reschedule appointments using a high level of excellent customer relation management to ensure that residents receive a high level of service
3. To be adaptable and flexible in coordinating the delivering complex repairs using high level of trade knowledge to diagnose and schedule multiple interdependent appointments.
4. To monitor and take appropriate action in real time to prevent service failure to by rearranging appointment with residents based on continually reprioritizing the trade staff work, based on housing policy and legislative requirements.
5. To manage the customer feedback and instigate remedial action for poor service delivery, close liaison with the resident and service user.
6. To ensure the emergencies priority works are completed with due regard for the health and safety of the public and legislative requirments.
7. To pro-actively manage operative resources to ensure appointments are kept and maximize the number of works orders completed at the first visit.
8. Dedicated to ensuring that the councils customers receive an excellent standard of service.
9. Organise repairs projects juch as estate initiatives and schedule resources to support
10. Actively manage operative tme and monitor output during times of service
11. To monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc and to escalate issues to the relevant manager.
12. Raise repairs to ERDs specialist contractors or where the inhouse service does not have capacity to undertake the works, ensuring effective communication with the resident through to conclusion.
13. To maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice for the service area.
14. To liaise with internal and external agencies to ensure high standards of service delivery.
15. Support management of new starters, leading inductions
16. To ensure staffing, training, financial and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by the service
Key Accountabilities:
1. Responsible for scheduling all appointments with customers for responsive and programmed works with suitably qualified operatives using available technology and reporting tools to ensure business objectives are fully achieved within agreed timeframes.
2. To ensure that repairs are planned based on the appropriate time required for the works to be completed, wherever possible on the first visit, excellent understanding of the building processes required.
3. To continually manage the trade staff work schedule to maximise and ensure high productivity levels H
4. To ensure that emergency order are completed in the statutory required targets.
5. Using own initiative, proactively manage work orders using IT systems ensuring that variations and complex orders are managed and coordinated and accurate records are in place to monitor through to completion.
6. To ensure performance monitoring systems are in place, and information is accurate and effective, and in accordance with financial regulations.
7. To ensure that the dynamic appointment scheduling data base is accurately maintained and managed - observing good system housekeeping, user maintenance, and best practice at all times
8. To maintain regular outbound calls to residents advising of delays or requirements to reschedule appointments.
9. To liaise with internal and external agencies to ensure high standards of service delivery.
10. To monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc and to escalate issues to the relevant manager.
11. To ensure staffing, training, financial and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by SBS is accurate and appropriately filed / stored.
12. Deal with inbound calls for chaser repairs and dealing with initial expressions of dissatisfactions seeking to refer and support the resident through the rapid response team to reduce complaints escalations
13. Raise orders to sub-contractors in accordance with the financial scheme of delegations and seeking approval where the cost of repair exceed the individuals limit 14. Any other duties reasonable requested by management 15. Maintain accurate and effective communication with your line manager (to include the provision of reports and presentations) ensuring that they are regularly appraised of planned changes and developments
Key Relationships
The postholder will be responsible for maintaining effective relationships with individuals and bodies (internal and external). The list below is not exhaustive:
- ERD
- Residents
- Advice agencies / advocates
- Sub-contractors and other internal and external 3rd party suppliers
- Environment
- Pest Control
- Strategic Corporate Property
- Finance Repairs- Contracts and Quality Team
- Head of Service
Job Specifics Skills, Experience, Knowledge & Abilities
Essential:
1. Experience of using work scheduling/planning systems ICT or manual.
2. Customer service skill relating to defusing service failure conflicts.
3. High level of knowledge relating to repairs tasks and the time to be allocated for individual elements. and the interdependency between various trade.
4. Skilled in the use of various contracts arrangements including schedule of rates time and materials and lump sums and standard minute values.
5. Ability to plan, prioritise and organise workload to meet required deadlines.
6. Ability to respond to the needs of customers politely and efficiently, and to deal with issues calmly and objectively.
Desirable:
7. Understanding of relevant legislation and codes of practice including H&S, Building Regulations, Fire Regulations, etc.
8. Understanding of issues around the delivery of maintenance and refurbishment contracts in an urban environment
Behaviours
Appropriate behaviours are key to the delivery of our vision for Enfield.
We want staff who will work collaboratively, flexibly and constructively, and exhibit this ethos in all their dealings with residents, colleagues and partners. Our leaders will be exemplars of the following behaviours and encourage them in staff at all levels;
Take Responsibility
We want staff who are willing to make decisions and be accountable for them. Staff should have a positive can-do attitude where they see problems as challenges which can be overcome. They should accept responsibility for service delivery, be clear about their service offer and deliver what they promise.
Open, Honest and Respectful
We want staff who are comfortable and confident to acknowledge the difficulties and the barriers they face. They should also be able to constructively challenge the way things are done where there is evidence that it impedes service delivery. Challenge should be conducted in a professional, courteous manner with the aim of reaching a mutually agreeable resolution.
Listen and Learn
We want staff who are prepared to actively listen and reflect on customer concerns with a view to understanding the customers point of view. Staff should be able to receive constructive criticism and be prepared to adapt the way they operate and deliver services where appropriate.
Work Together to find solutions
We want staff who can work collaboratively with other departments and partners, freely sharing their knowledge and skills to identify solutions to address customer concerns.
Competencies:
Candidates: Please ensure you address these competencies in your responses to the essential (and desirable if applicable) criteria above.
1. Customer focus
2. Deliver service performance
3. Focus on continuous improvement
4. Political awareness and context
