Repairs Contracts Supervisor

We’re looking for an inspirational and inclusive Contracts Supervisor to monitor and develop a team of multi-skilled technicians, suppliers, and contractors to ensure our customers receive a stellar service every time. You’ll make sure the team are equipped to identify and resolve repairs cases quickly, keeping our customers happy at all stages of a repair. You’ll need experience of working in a similar role and be able to hit the ground running. Obsessed with the customer experience, you’ll drive a customer-centric culture in your team. You’ll have experience of supervising a team in a busy customer demand-led environment, with the ability to make brilliant decisions and act quickly when things aren’t right, whilst also keeping an eye on our budget. Excellent communication skills are essential as you’ll need to build collaborative relationships inside and outside of the organisation. We’re committed to hiring truly inclusive leaders who encourage people to be themselves, embracing difference and celebrating the unique perspective that every individual brings.

If successful for the role, you may be asked to complete an Enhanced DBS check.

In your role you’ll:

• Lead your team’s performance through regular one-to-ones, coaching, and reviews.
• Work in partnership with other teams to assess operational priorities.
• Record the flow of work through the scheduling system and implement strategies for meeting demand to improve service delivery.
• Analyse and report on the capacity and performance of the day-to-day repairs system in order to identify problems and develop and implement innovative and new ways of working.
• Monitor performance of the service including number of jobs attended and identifying trends and patterns for Board reporting.
• Order materials promptly, accurately and within budget.
• When sourcing materials look for the best rates to ensure value for money.
• Carry out regular site visits and inspections; sign off contractors' work and raise quality and complaints issues with other teams as appropriate.
• Assist with the collation of statistical returns, ensuring all data is accurate.
• Investigate complaints in consultation with other teams and prepare detailed reports for management as required.
• Ensure relevant tenancy, property risk and any corporate building information is shared to appropriate people before they attend site.
• Be a great team player and do what it takes to keep the business moving forward.

We’re looking for someone with:

• NVQ Level 3 or equivalent experience in either Customer Service, managing Housing or corporate repairs.
• Experience of supervising a team.
• Experience of scheduling work in a busy customer demand-led environment.
• Experience of managing a budget.

The key behaviours we expect in the role include:

• Role modelling our values: We know our stuff / We make it happen / We care.
• Communicating passionately and authentically across different channels, adapting your style for a diverse range of customers and colleagues.
• Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
• Creating an environment that supports continuous learning, develops high-performing teams, and delivers high levels of engagement.
• Championing collaborative working across the organisation.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer service experience.
• Effectively planning and prioritising by focusing on the things that will make the biggest difference.
• Making wise decisions and solving problems without overcomplicating things.
• Building trust by doing what you say you will.
• Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
• The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution from all.