Didsbury, Manchester
£26,924 rising to Spot Salary £28,341 (At 2 years, subject to satisfactory performance)
Full Time, 35 hours per week
*Please note that the assessment centre will take place on Monday 24th August at our Head Office in Didsbury. If we receive a high volume of applications, we may close the advert early, so we recommend applying as soon as possible*
You’ll play an important role in delivering a responsive repairs service and a positive customer experience through effective planning and scheduling of repair jobs. Working closely with our contact centre, operatives and contractors, you’ll help make sure the right work is completed at the right time, first time where possible. Your organisation, initiative and focus on service will help improve productivity, increase capacity and support customer satisfaction.
What you’ll be doing
* You’ll be a main point of contact for in-house operatives, planning and allocating day-to-day and void repairs to meet customer needs.
* Monitoring and managing operatives’ diaries to make the best use of time and resources.
* Tracking progress of jobs, following up outstanding work and making sure in-house teams and external contractors keep repair updates accurate and up to date, while maintaining a high standard of customer service.
* Supporting the effective planning of day-to-day and void repairs to ensure work is scheduled and delivered efficiently. Forward planning will be key in managing holidays, absence and changing demand.
* Scheduling customer appointments with care, taking individual needs into account and ensuring the most suitable operative or contractor is assigned to each job.
* Using data such as completed jobs, rebooked appointments and outstanding repairs to identify opportunities for improvement through trade zoning and smart scheduling. You’ll help reduce delays, improve productivity and enhance the customer experience.
* Using daily reports to review travel time, downtime and wasted visits, helping us improve efficiency and make better use of resources.
What you’ll need
* Experience working in a fast-paced customer-focused or administrative environment
* Excellent understanding of providing first class customer service
* Strong ability to multi task and ability to juggle conflicting priorities
* Flexible and adaptable approach to deal with changing requirements
* Excellent organisational skills and manage a busy workload
* First class communication skills
* Ability to work independently and as part of a team
* Demonstrate initiative and liaise proactively with internal and external customers
* Excellent administration skills
* Team rota in place to cover operating hours of 7.30am to 6.00pm *Please note this role is office based
What we need from you
* A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
* A passion to advocate on behalf of people and communities
* A commitment to work in partnership with others for the benefit of Great Places
* A commitment to continuous learning and improvement
* Ability to work flexibly and when needed outside normal working hours to ensure service continuity
* An ability to work in uncertainty.
* To be professional and work with integrity, inclusivity and respect for diversity
What we give you in return for your hard work and commitment
Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
WPA ¦ Healthcare scheme starts at no contribution level with £1250 of savings available per year (option to increase & add family members)
Annual leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays
Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’
Professional fees ¦ The business pays the cost of one professional role related membership fee for each colleague
The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
Wage Stream ¦ You can access savings opportunities and early access to wages
Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work
Salary description
£26924.00 - £26924.00 per year