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Service Controller

Posted 5 January by CHANGE RESOURCING Ended
  • To schedule and dispatch work electronically to individual craft operatives of Construction Services.
  • To contribute to the overall management of Construction Services.
  • To assist in ensuring that through the Service Control Unit within Construction Services are providing a highly efficient, economic, safe, customer focused and high quality service to all clients.
  • To ensure resources are deployed at the appropriate time to deliver a "right first time" service.
  • To work closely with the Service Control Unit Manager to deliver service improvements throughout Construction Services

To liaise with tenants and respond to their enquiries

job role

  • To electronically schedule, allocate and dispatch work to all operatives.
  • To contribute to the development and implementation of new and innovative ways of working in all aspects of Construction services with the objective of increasing effectiveness, efficiency and eliminating waste.
  • To contribute to Construction Services achieving Best Value, including fundamental best value reviews and performance plans.
  • To liaise with System and Development Officer on technical/training issues in respect of mobile working technology.
  • To assist in the delivery of the Berneslai Homes Delivery Plan, the Housing Revenue Account Business Plan and the Berneslai Homes Stock Maintenance Performance Management Plan.
  • To ensure that Health and Safety legislation and good practice are complied within Construction Services.
  • To assist in the administration of the computerised Vehicle Tracking System.
  • To ensure that Berneslai Homes Financial regulations and standing orders are complied with.
  • To participate and represent the Construction service in Audit Commission and other inspections/reviews of Berneslai Homes. To implement operational outcomes of such reviews.
  • To assist in gaining and retaining accreditation of the Construction Service of Investors in People.
  • To assist in responding to board and council member enquiries regarding works carried out by the service.
  • To assist in the implementation of a comprehensive communication system throughout Construction Services.
  • To assist in the development and implementation of a programme of service improvements to meet performance targets and the objectives of Construction Services.
  • To maintain and update Master data relating to resource planning and scheduling, including recommendations for amending or adding to hard coding service product codes.
  • To contribute in the future development of mobile working.
  • To assist in reviews of protocols relating to work scheduling and associated activities.
  • To assist in the production of management information relating to scheduling, vehicle tracking and other associated activities.
  • To meet on a regular basis with Service Control Unit Management and Operational Managers to allocate resources to known workloads.
  • To ensure a pro-active approach is taken to Equality and Diversity issues within the service.
  • To liaise regularly with Barnsley Connects, Business Support Services, Client Representatives, other Construction Services staff to monitor, review and alter working practices to improve the efficiency of Construction Services
  • To assist in the monitoring of performance against Key Performance Indicators.
  • To provide feedback on the interaction of Service Control Unit staff with tenants, staff and other customers.
  • To use work scheduling software in accordance with training.
  • To process and despatch all cyclical service appointment letters.
  • To administer the scheduling/re-scheduling where necessary, and allocate all work in relation to cyclical orders.
  • To receive calls directly from tenants; analyse information and liaise with other staff members to resolve complaints and enquiries.
  • To liaise with CIS to ensure emergency repairs are completed within timescales.
  • To liaise with operational managers and individual or groups of operatives to reschedule work in an efficient manner.
  • To receive gas repair requests from tenants and other customers, establish the fault and prioritise accordingly, create works orders and schedule the jobs.

Essential / Desirable


Demonstrate significant experience of working in a Repairs Service environment.


Demonstrate significant experience of working within a customer focused service delivery organisation.


Demonstrate experience of Performance Management at operational level.


Demonstrate significant experience in use of computerised work scheduling software.

Reference: 34149387

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