Ensure that team members and Operatives are trained, supported and have the tools, skills and permissions to do their job and that they fully understand the expectations on them in terms of performance, accountability and Service Style
Production of management reports to show service position at any point in time and to enable effective planning and full transparency on individual jobs and the service at any level / locality
Through effective forward planning and job scheduling ensure that the in-house workforce works to optimum efficiency; completes all jobs within targets.
With the Regional Repairs Managers agrees the gradual release of workforce capacity slots, blocks out time and organises sub-contracting to deal with potential over capacity;
In all situations ensure that all Schedulers follow the adopted procedures for job management and customer communication; provide training, coaching and performance management to address inconsistencies; promote personal ownership of jobs and problems by team members;
Ensure that Total is used correctly by Schedulers and CSO's; identify areas for improvement and initiate;
Preview and predict capacity needed and forward plans to ensure this is available; trains and inducts new Schedulers; support the weekly Regional team planning sessions;
Develop daily, weekly, monthly performance reports and use these widely in service planning, team and people management;
Contribute to the GPMS and GPS departmental plans, be part of their review, contribute new ideas, take responsibility for actions / projects assigned; promote the plan contents so that all staff are readily aware and know tier contribution and progress;
Create a continuous improvement plan for the Scheduling and Administration service under the post holders control and make this central to all team members;
Annually develop the Performance Objectives for team members using the cascade from the Director of Property Services;
Set up and run team meetings that are performance and improvement focused;
Analyse the performance of the call centre and job data weaknesses, negotiate with the Repairs Hub Manager on required improvements;
Initiate and run joint CSO / Scheduler, Scheduler / Operatives, Scheduler / QS, Scheduler / To & Surveyor training;
Analyse Operatives performance to identify outliers and bring these to the attention of the QS, escalating if no sustained change;
On the job coaching for Schedulers;
Recruitment and induction of Schedulers and Administrators
Ensure that the Voids refurbishment work is carried out promptly
Ensure that jobs issued to sub-contractors are managed in a transparent and effective manner such that the resident would see no difference from being by an in-house Operative.
Write a fortnightly update on the service;
Ensure that any agreed process / procedure changes are fully documented, version controlled, effectively introduced to staff and stored in the agreed directory;
Intervenes and problem solves difficult customer situations.
Resourcing Group is acting as an Employment Agency in relation to this vacancy.
- team leader
Bank or payment details should not be provided when applying for a job. reed.co.uk is not responsible for any external website content. All applications should be made via the 'Apply now' button.Report this job