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Operational Repairs Coordinator

2 months ago

Enfield Town, Greater London, United Kingdom CRA GROUP LIMITED Full time
Job Summary

We are seeking a skilled Operational Repairs Planner to join our team at CRA GROUP LIMITED. As an Operational Repairs Planner, you will play a crucial role in supporting the DLO repairs service as part of the ERD.

Key Responsibilities
  • Plan and schedule appointments/programmed works across the division to achieve maximum productivity, ensuring that suitably qualified operatives are correctly and efficiently allocated.
  • Be adaptable and flexible in coordinating the delivery of complex repairs using a 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 reprioritizing the trade staff work based on housing policy and legislative requirements.
  • Manage customer feedback and instigate remedial action for poor service delivery, close liaison with the resident and service user.
  • 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 maximize and ensure high productivity levels.
  • Ensure that emergency orders are completed in 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 and in accordance with financial regulations.
  • Ensure that the dynamic appointment scheduling database is accurately maintained and managed, observing good system housekeeping, user maintenance, and best practice at all times.
  • Maintain regular outbound calls to residents advising of delays or requirements to reschedule appointments.
  • Liaise with internal and external agencies to ensure high standards of service delivery.
  • Monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc., and to escalate issues to the relevant manager.
  • 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.
  • Deal with inbound calls for chaser repairs and dealing with initial expressions of dissatisfaction, seeking to refer and support the resident through the rapid response team to reduce complaints escalations.
  • Raise orders to subcontractors in accordance with the financial scheme of delegations and seeking approval where the cost of repair exceeds the individual's limit.
  • Any other duties reasonably requested by management.
Essential Experience Required
  • Experience of using work scheduling/planning systems, ICT, or manual.
  • Customer service skills relating to defusing service failure conflicts.
  • High-level 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 schedules of rates, time and materials, and lump sums and standard minute values.
  • Ability to plan, prioritize, and organize 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.
Essential Qualifications Required
  • Experience of working within operational support/business administration or educated to A-Level standard or Level 3 NVQ in business administration.
  • Repairs Diagnostic Training.
Additional Information to Note

We are currently doing hybrid working, which consists of working in the Edmonton office 3 days per week, subject to change where applicable.

The ability to attend evening and weekend meetings when required.

Repairs Service is to work flexibly, ensuring the needs of the wider community are met, and provide emergency response details to be determined as required by service teams' needs and in cognisance of individual circumstances.