Operational Repairs Planner in London

About the job

Purpose of the Role:

• To plan and schedule appointments/programmed works across the division to achieve maximum productivity, ensuring that suitably qualified operatives are correctly and efficiently allocated.
• 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.
• Be adaptable and flexible in coordinating the delivery of complex repairs using high level of trade knowledge to diagnose and schedule multiple interdependent appointments.
• Monitor and take appropriate action in real time to prevent service failure by rearranging appointments with residents based on continually reprioritising the trade staff work, based on housing policy and legislative requirements.
• Manage customer feedback and instigate remedial action for poor service delivery, maintaining close liaison with the resident and service user.
• Ensure emergencies priority works are completed with due regard for the health and safety of the public and legislative requirements.
• Proactively manage operative resources to ensure appointments are kept and maximise the number of works orders completed at the first visit.
• Organise repairs projects such as estate initiatives and schedule resources to support.
• Actively manage operative time and monitor output during times of service.
• Monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc., and escalate issues to the relevant manager.
• Raise repairs to ERDs specialist contractors or where the in-house service does not have capacity to undertake the works, ensuring effective communication with the resident through to conclusion.
• Maintain a comprehensive and up-to-date knowledge of all relevant legislation, procedures and best practice for the service area.
• Liaise with internal and external agencies to ensure high standards of service delivery.
• Support management of new starters, leading inductions.
• 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 is accurate and appropriately filed/stored.

Key Accountabilities:

• 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.
• Ensure that repairs are planned based on the appropriate time required for the works to be completed, wherever possible on the first visit, with an excellent understanding of the building processes required.
• Continually manage the trade staff work schedule to maximise and ensure high productivity levels.
• Ensure that emergency orders are completed within the statutory required targets.
• 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.
• Ensure performance monitoring systems are in place, and information is accurate and effective, in accordance with financial regulations.
• Maintain regular outbound calls to residents advising of delays or requirements to reschedule appointments.
• Monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc., and escalate issues to the relevant manager.
• Deal with inbound calls for chaser repairs and initial expressions of dissatisfaction, seeking to refer and support the resident through the rapid response team to reduce complaints escalations.
• Raise orders to sub-contractors in accordance with the financial scheme of delegations and seek approval where the cost of repair exceeds the individual's limit.
• Any other duties reasonably requested by management.
• 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:

• ERD
• Residents
• Sub-contractors and other internal and external 3rd party suppliers
• Pest Control
• Strategic Corporate Property
• Finance Repairs - Contracts and Quality Team
• Head of Service

Job Specific Skills, Experience, Knowledge & Abilities:

• Experience of using work scheduling/planning systems ICT or manual.
• Customer service skills relating to defusing service failure conflicts.
• High level of knowledge relating to repairs tasks and the time to be allocated for individual elements and the interdependency between various trades.
• Skilled in the use of various contracts arrangements including schedule of rates, time and materials, lump sums and standard minute values.
• Ability to plan, prioritise and organise workload to meet required deadlines.
• Ability to respond to the needs of customers politely and efficiently, and to deal with issues calmly and objectively.
• Understanding of relevant legislation and codes of practice including H&S, Building Regulations, Fire Regulations, etc.
• 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: 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: Staff should be comfortable and confident to acknowledge the difficulties and barriers they face, and be able to constructively challenge the way things are done where there is evidence that it impedes service delivery.
• Listen and Learn: Staff should actively listen and reflect on customer concerns with a view to understanding the customer's point of view.
• Work Together to find solutions: Staff should work collaboratively with other departments and partners, freely sharing their knowledge and skills to identify solutions to address customer concerns.

Candidates: Please ensure you address these competencies in your responses to the essential (and desirable if applicable) criteria above.