Housing Repairs Scheduler Planner (Sc6)

Job Description

Job title: Housing Repairs Scheduler Planner (Sc6)
Job Category: Housing
Location: 33-37 Brewery Road, London, Islington, N7 9QH,London Borough of Islington
Hours Per Week :37.00
Pay : £20.55 per hour
mon – fri office based with 1/2 days remote
Key responsibilities
A knowledge and understanding of current issues relating to social housing and social housing
repairs.
1. To diagnose repairs accurately, raise orders on IT systems to contractors and book
appointments.
2. Experience of working in a contact centre answering high volume of calls to ensure targets
are met.
3. Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and
timely manner, to a high standard of customer care using the appropriate greeting, including
name, adapting methods of communication to meet the needs of the customer and ensuring
that a positive image of Islington Council is projected.
4. Excellent communication skills to liaise with other departments, agencies, contractors as
appropriate.
5. Experience of accurately processing service requests in line with policy and to provide advice
and information to customers ensuring that all service requests are processed to Islington
Council’s performance and standards, policy and procedural guidelines including statutory,
complying with the Data Protection Act and the Freedom of Information Act.
6. To work pro-actively with team members to improve customer service delivery and to conduct
outbound calls as required.
7. To deal with customer complaints in accordance with the Complaints procedure and to
escalate cases to Team Leaders as appropriate.
8. To undertake training, supervision, seminars, meetings and other events designed to improve
communication and assist with the effective development of the post holder and service area.
9. To contribute towards the overall service objectives and targets of the Housing Repairs
Services Team.
10.To comply at all times with the Code of Conduct.
11.To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed
by the line manager.
12.To contribute to reviews of working practices and readily adopt new ways of working.
13.To comply with Islington Council’s core values of public service, quality, equality and
empowerment and to demonstrate this commitment in the way all duties are carried out.
14.Ensure that duties are undertaken with due regard and compliance with the Data Protection
Act and other legislation.
15.Carry out duties and responsibilities in accordance with the Islington Council’s Health and
Safety Policy and relevant Health and Safety legislation.
16.At all times carrying out responsibilities/duties within the framework of the Islington Council’s:
Dignity for all Policy.
17.At all times carrying out responsibilities/duties within the framework of Islington Council’s
Equality & Diversity Strategy.
18.To complete working hours as agreed with the line manager.
19.To provide cover for other members of the team during periods of sickness and annual leave
as per the needs of the business.
20.To undertake any other duties commensurate with the role of Housing Repairs Co-ordinator.
Additional duties
• To work closely with repairs supervisors, as a part of the Housing Services team to plan and
co-ordinate the working day of Operatives to ensure all works are appointed to the
satisfaction of the customer, while maximising efficiency and completing each task within
the specified time allocations.
• To ensure all trade resources are utilised to their full potential, while maintaining customer
focus and seeking to enhance the customer experience.
• To actively manage the workload of multiple operatives, monitoring timings and ensure job
completion by the end of each working day.
• Reallocating scheduled jobs to operative contractors readily available to ensure all resources
are effectively utilised.
• To action unscheduled jobs and ensure that all emergency and planned repairs are carried
out as per our service agreement and within priority target times.
• To raise order on IT systems, plan and dispatch jobs to the best placed operatives or
contractor with the right skills to complete the repair first time.
• To work with our Materials team to ensure all material required for each job/task is available
and recorded, with all parties notified of any unexpected delays, to include letters to tenants
where jobs/task may need to be re-scheduled and updating in-house systems accordingly.
• To ensure follow on appointments with customers are arranged and confirmed with the
customer, where jobs require more than one visit to complete.
• To liaise with Service Managers, Area Service Managers and Surveyors with issues relating
to instances of poor workmanship, Operative attitude and in cases where technical advice is
required.
• To use feedback from clients and operatives to identify any training needs required related
to issues of incorrect diagnosis or consistent errors during the job logging process.
• To ensure scheduled jobs/tasks have been raised with the appropriate Schedule of Rates
Codes (SOR’s) and that enough time has been allocated to complete the works and promote
right first time.
• To ensure ‘flagged’ properties are attended to depending on the customer’s needs /
vulnerabilities whilst ensuring the safety of the attending operative.
• To ensure that all warning notices e.g. Asbestos on the IT systems are communicated to
operatives and contractors.
• To draft correspondence and investigate complaints.
• To be competent in carrying out all service functions of the Housing Repairs Services Team.
• To manage workflow to achieve personal appraisal targets, as agreed with the Team Leader,
to ensure Islington Council’s performance targets are met.
• To contribute to training and development activities for new staff members, including
participating in observed activities to share knowledge and expertise and act as first point of
contact, giving help and advice in the absence of the Team leaders to resolve internal and
external customer enquiries.
• To cover team leader’s phones and chase up enquiries.
• To demonstrate imagination, initiative, problem solving skills and ability to work in a
pressurised environment. Identifying repeated service problems; work with others to consider
options for solving them effectively and efficiently and assist with implementation of changes.
• To keep up-to-date with services provided by Islington Council and organisational policy and
legal charges to ensure up-to-date information is provided to customers.