28 days ago
08 October 2022
Our non-for-profit client is looking for a Maintenance Scheduler to join our highly motivated and successful Scheduling Team. Their team exceeds our resident's expectations time and time again, and this has been recognised in their annual resident satisfaction survey where they scored 95% this year. It won’t surprise you to know that they set the bar high. You will share their values, be a great team player and be happy to use your own initiative and organisational skills to get the job done. You will have the opportunity to provide input and help shape the way you work, with opportunity for professional growth and development along the way.
What is the role?
You will work in a small team of dedicated people answering phone calls from residents, Maintenance Inspectors, Housing Officers, Caretakers, and others, primarily booking new jobs, dealing with ongoing works, and arranging appointments as well as dealing with a variety of different types of queries. You will always provide high levels of customer service to everyone you deal with.
You will also be responsible for managing the day-to-day workloads of our in-house trade teams, allocating works to our operatives using our scheduling system; this involves using initiative and problem solving to ensure jobs are completed efficiently.
The role involves high levels of autonomy and initiative, there are no scripts, and you have the power to make the decisions on the front line. You will be expected to listen to our residents, understanding their needs to achieve a good outcome that matters to them but also takes into consideration the use of the organisation’s resources. To do this you will need to use multiple systems while answering calls, so you’ll need to be organised, competent with IT and good at multitasking.
You will manage the email inbox dealing with customer queries and respond to customer satisfaction scores getting feedback from tenants on how we can improve our service.
You will be expected to keep accurate notes, keep records up to date, input invoices and clear down data, essentially keeping data clean and relevant.
To take telephone calls, arrange appointments and inspections for maintenance staff or works for contractors as required. To follow up on queries raised by customers and update them in relation to their repair.
Deal with repairs and queries that come into the team
inbox, these queries could range from rearranging an appointment, dealing with defect repairs, arranging general repairs, amongst other tasks.
To schedule repairs in the most efficient and effective manner.
To manage Coastal internal workforce
operatives diaries across all work streams.
To manage a group of contractor’s diaries across all work streams.
To ensure invoices and jobs are coded correctly, regularly input and systems updated.
To deal with enquiries and correspondence relating to maintenance issues and maintain effective and up to date administration and IT systems.
To ensure information and other details are put on IT systems correctly, are updated regularly and to follow up on outstanding repairs.
To undertake follow-up calls in relation to the resident satisfaction survey and arrange further visits as required.
To take payments in relation to re-charge work and occasionally follow up on outstanding recharges.
To be conversant with databases and IT systems generally (word / excel, etc) in order to provide information to the department.
To issue work orders up to the limits specified in the Group’s financial regulations.
Be aware of and comply with Statutory and Legal obligations, the Group’s corporate aims, values, policies and procedures, tenancy conditions and good practice.
To work flexibly within the department and provide cover where necessary during periods of sickness, holidays, etc.
To undertake training as required, whether identified by self or others in the Group.
To comply with the Health & Safety regulations and the Group’s working procedures.
To treat colleagues and clients in a fair and non-discriminatory way.
Carry out any other duties reasonably determined by the Chief Executive or Director of Housing Services.
Qualifications & Experience
▪ Of working with the general public and a wide range of client groups
▪ Worked in an environment with an emphasis on customer focus and excellence in service delivery
▪ Used to dealing with high volumes of calls and managing multiple tasks
▪ You have demonstrable experience of accurately carrying out administrative tasks (invoicing, data entry, record keeping)
▪ You have demonstrable experience of managing workloads and/or resources.
▪ Enjoys helping people
▪ Works well within a team
▪ Able to organise own and others work
▪ Ability to listen, mediate and negotiate
▪ Ability to promote and develop healthy relationships
▪ Mature and professional attitude
▪ Good communication skills
▪ Keen to learn
▪ Confident and positive attitude
▪ Welcomes change
▪ Likes to use own initiative
▪ Commitment to the values, aims and objectives of Coastal
▪ A sense of humour
▪ Ability to accurately record information
▪ Able to work, at times, under pressure in a busy environment
▪ Hardworking and pro-active in your approach to complete tasks General
▪ Literate and numerate
▪ Previous experience of working for a housing association or similar organisation
▪ Excellent time keeping