Senior Repairs Performance Advisor

Senior Repairs Performance Advisor

Peterborough / Remote

£31,825 - £33,500

Full Time - Permanent - 37 hours per week - Ideally located within 1 hour of Peterborough

Our client has an excellent opportunity to join their Repairs Service as a Senior Repairs Performance Adviser!

This role will be responsible for providing the organisation with key information about the performance of the their Repairs Service, ensuring that root cause analysis is undertaken to determine where issues originate to enable appropriate action and remedy to be put in place. The incumbent will be required to identify and present opportunities and trends to management to improve the service to ultimately deliver a better customer experience by getting it right first time.

To be successful in this role you will need to have excellent data analysis skills, be a confident and effective communicator and have previous experience of coaching and training team members.

If this sounds like the ideal opportunity for you, they would love to hear from you.

They are looking for someone who has:

• Have an oversight of repairs performance and monitor the performance of their partner contractor ensuring there is a focus on driving resident satisfaction up to 90% and beyond

• Actively intervene in individual jobs where the job is in jeopardy of non-completion or not being completed in line with customer expectations and provide their response and support to the resident involved.

• Actively intervene in planned works jobs to ensure that jobs in jeopardy of non-completion are completed on time and in line with resident expectations. This also includes planned works that are in danger of going beyond agreed timescales.

• Manage the recovery process where a service has not been delivered in line with standards and work with the resident to restore confidence and turn a negative experience into a positive one.

• Monitor the performance of subcontractors and ensure they deliver the same service standards as our partner contractor.

• Thoroughly understand why failure of the service may from time to time occur by undertaking a root cause analysis of the issue and make recommendations on learning outcomes and trends as part of continual service improvement.

• Audit repair jobs to ensure compliance, quality and that jobs are delivered in line with our service standards.

• Monitor repairs service complaints, service requests and compliments and provide analysis on trends and wider improvements to the repairs service.

• Provide feedback to the Repairs Team Manager and Planned Cyclical Works Manager on trends and areas of improvement to improve service delivery.

• Provide case studies on areas of improvement that illustrate the impact of better service and better performance.

• Deliver training and support to new starters during induction and training period to embed a culture of excellence.

• Work with Team Leaders and Repairs Manager to develop and deliver team training when a new process is introduced, or process change takes place.

Essential Requirements

• Knowledge of housing repairs and their causes and an awareness of how to maintain a property

• Ability to support resources within a busy, customer-focused environment.

• Experience of interacting with customers in a warm and engaging way in order to gather information to help you resolve their queries as efficiently and effectively as possible.

• Experiencing of applying sound judgement and common sense to resolve customer queries.

• Experience of dealing with customer complaints or managing conflict effectively.

• Experience with working in a high performing team providing leadership and motivation to this key service area.

• Experience of analysing data and identifying trends.

• Experience of providing coaching and/or support to colleagues.

• Ability to audit and quality assure the work and outputs of others to agreed quality and time standards.

• Ability to support and understand the commercial aspects of maintaining CKH assets as whilst balancing responsibilities of a social landlord.

• Intermediate level understanding and competence of Microsoft applications and databases (Word, Excel and Outlook)

• Effective diagnostic skills using home repairs knowledge to determine best solution, with speed and accuracy.

• Strong administrative skills; accurate and speed with high standard of attention to detail.

• Confident and able to deal with difficult situations or customers in a polite, calm/diffusing way

• Ability to deal with a high volume of call and tasks.

• Ability to use Language Line in order to provide translation, where required.

• Ability to understand and analyse data.

• Ability to confidently present findings to foster positive change

• Ability to effectively communicate with all levels of the organisation and adapt methods as necessary.

• Ability to ensure data quality is maintained.

Desirable Requirements

• Knowledge of scheduling systems including DRS

They reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, they encourage you to apply without delay!

No agencies please.