Repairs Team Leader

4 weeks ago

Speke, United Kingdom Pinnacle Group Full time

**Repairs Team Leader **(3381)****:
**Overview**:
**Ref**:
3381

**Salary**:
£28,000 - £28,000/annum

**Location**:

- United Kingdom - England - North West England - Merseyside - Speke

**Contract Type**:
Permanent

**Posted**:
19 January 2024

**Closing date**
02 Feb 2024 23:59

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

**The Role**

Pinnacle Group are looking for a Repairs Team Leader to manage a team of repairs customer service advisors. The team will work closely with our RAMS partners in order to diagnose, appoint all maintenance tasks with families on behalf of the DIO.

**Duties/Key Responsibilities**
- Ensure all repairs and maintenance process’s are adhered to and assured as part of the quality review process
- Ensure all H&R related tasks including return to works, one to ones, annual reviews and appropriate individual and team meetings are fulfilled.
- Deliver clear communications across the team to ensure all team members are aware of team, department and business performance and focus areas
- Ensure the team adheres to the Repairfinder system and responds appropriately to suggestions for improvement
- Providing impeccable levels of service to the armed forces families by supporting the escalation process and the team with family escalations where necessary.
- Produce and present performance reports at regular intervals to the head of response maintenance
- Effectively communicate with RAMS to ensure all appointments are booked accurately and as per RAMS instructions
- Highlight any response maintenance risks to the head of response maintenance
- Ensure the team adheres to all H&S process’s are followed.
- Carry out quality checks prior to confirming appointments to ensure accuracy around the below and ensuring fully compliant with the quality model.
- Contact method
- Contact details
- Address / property UPRN
- Family name
- Content of communication
- Diagnosis of repair
- Appointment reason / inspection type
- Date of appointment
- Time slot of appointment
- Work closely with the all other departments within the National Service where appropriate
- Communicate positively and effectively during every family interaction
- Maintain effective national level relationships with DIO, RAMS providers and NAMS subcontractors to ensure that contractual requirements are met
- Maintain health relations with all colleagues across the wider National Service Centre
- Support the creation of reports utilising the NEC system and power BI functionality
- Contribute positively to the business continuous improvement strategy particularly within the role being performed
- Always puts safety of all first.
- Leadership of the repairs & maintenance customer service advisors, creating a positive workplace culture and environment, via direct line management of the Contract Quality Reps
- Ensure that your team(s) have clearly understood roles and responsibilities and that they understand how they contribute to our overall purpose, ultimately Transforming Communities, Changing Lives.
- Implement the Group’s approach to leading and managing via regular check-ins with your people, to help create a work environment where people feel safe, supported, developed, empowered, and ultimately motivated to do great work
- Use your experience and your technical knowledge to coach and support your team
- Takes pride in their work and is passionate about providing excellent customer service, encouraging continuous improvement within their team, facilitated by two-way feedback, encouraging your team to identify and take ownership of issues so that they can be tackled effectively.
- Routinely and systematically monitor and review performance with your team to ensure excellent customer service, using appropriate metrics, including customer feedback, to be able to report against KPI’s, address any potential service delivery issues early, discuss development needs with your team and so you can recognise and reward good performance

**Skills Required**:

- Has consistent experience in People management, planning / scheduling, organisation, and prioritisation
- Is able to deliver results to tight deadlines and under pressure
- Is naturally proactive in their approach
- Recognises approaching critical deadlines and realises associ

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