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- To be highly customer focussed and support the Performance and Support Services Manager and Team Leader in ensuring all arranged works are planned and programmed to maximise productivity and minimise waste to maintain compliance and achieve KPI targets.
- Use the DRS/Project Planner system to plan works, react to changing circumstances throughout the day and monitor any irregularities liaising with the Performance and Support Services Manager in a timely, professional manner to maintain service delivery and KPI performance.
- Use the DRS/Project Planner system ensuring it is kept up to date to help to reduce overall number of outstanding/out of target jobs and follow on works.
- Oversee all operatives’ diaries ensuring communication with tenants and trade operatives is maximised reducing missed appointments and follow on works, thus ensuring KPI targets are achieved.
- To maintain a comprehensive knowledge of and work to a high standard on the DRS, Project Planner and RAMIS systems. This will have a direct impact on the performance indicators of the organisation and allow accurate monitoring for responsive maintenance operatives and ultimately voids and planned works.
- To liaise daily with repairs staff and deal with and rectify queries on available and unavailable appointment slots.
- To ensure that all Operatives’ absences are entered onto the DRS system.
- To liaise daily with tenants to ensure they are kept up to date regarding their repair appointments across a wide range of communication channels.
- To visit tenants at their homes when required to explain the nature of the work, ascertain their individual requirements, and arrange convenient appointments to complete the works.
- To be a point of contact for the Call Centre Operators if a problem occurs and to relay this problem to the Performance and Support Services Manager if needed.
- To be responsible for undertaking daily diary scheduling for numerous Operatives on the DRS/Project Planner system. To deal with all unavailable appointment periods by the re-organisation of work to other Operatives and negotiation with Tenants as required.
- To liaise with Operatives by telephone throughout the day, to ensure that all appointments and target dates are met, and Key Performance Indicator targets achieved.
- To ensure that any additional comments or relevant information is added to all IT systems e.g. Northgate accordingly so that the information can be viewed by other departments.
- To create and maintain good working relationships with all repair and gas delivery staff.
- To deal and prioritise daily emergency jobs, non-appointed tasks, variations, follow-on jobs, carded, cancelled, and suspended jobs. To run service delivery reports as and when required and highlight any operational failures to the Performance and Support Services Manager and relevant Team Leader.
- To ensure that all jobs which are completed in DRS/Project Planner are also completed in Northgate, reporting any discrepancies to the Performance and Support Services Manager and the IT department where necessary.
- To forward plan with the Property Services Manager or Team Leader ensuring materials are ordered if required and the diaries are being used to their full potential.
- To utilise the facilities of the DRS/Project Planner system to ensure maximum benefit is obtained and areas for improvement are identified.
- To assist the Performance and Support Services Manager, and any other members of the property services administration team, with varying workloads as required. To raise purchase orders for materials including checking and processing invoices.
- To deal with incoming and outgoing mail including e-mails to the Planning Team in-box in times of absence of the DRS Admin Coordinator.
- To fill out rechargeable repair forms and forward to the relevant Finance Officer for collection in times of absence of the Performance and Support Services Manager.
- To undertake DRS/Project Planner training as and when requested.
- To be conscientious, dedicated and focussed to help provide an excellent customer service by being an effective team member thus enabling the organisation to strive towards their vision statement of “Providing Homes and thriving neighbourhoods where people are proud to live.”
