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Scheduler

Hales Group Limited
Job LocationLowestoft
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Scheduler/Resource CoordinatorMonday - Friday37 hours per weekSalary DOENorwich Office BasedHales Group are very excited to announce that our extremely well established Property Service Provider client based in Norwich is looking for an experienced Scheduler to join them on a full time permanent basis!Purpose of the RoleMaintain the effectiveness of the DRS (Opti-Time), Total Systems in relation to the companies repairs and maintenance services, thus providing a comprehensive one stop support service to our residents/customers, operatives, contractors, external clients and suppliers.Assist Contracts Managers to effectively lead, manage, develop and motivate the operations team to ensure a high quality customer-focused service is provided.Provide a seamless service to residents and clients ,processing repairs orders and scheduling resources to ensure that customers are given timely appointments within agreed priorities.Continuously monitor and review performance delivery and make real time adjustments to work diaries to maximize the use of available resources, prioritizing direct employed resources.Main Tasks and Accountabilities

  • Areas of the following tasks and accountabilities:
  • Ensure the effective day to day running of the DRS (Opti-Time), Total systems Undertake regular housekeeping of these systems. Including Input any sickness/unavailability to DRS,
  • Remove RTR space and any daily Emergency space ,Ensure the operatives select their morning/afternoon jobs promptly and that we attend at the correct time, Allocate any outstanding jobs from the allocating screen XAs and Es. Any jobs raised on the wrong priority/not enough information on job add to the issue log ,AP not allocated jobs.
  • Co-ordinating and liaising on all rubbish collections.
  • Provide assistance and support to the Contracts Managers in the provision of a top quartile repairs maintenance service by helping with workload planning, supplier and sub contractor relationships, and the managing all enquiries and requests for our customer service provision.
  • Support the Management team to promote the repairs and maintenance services to customers, contractors and suppliers, including to external clients.
  • Assist the Contracts Manager with the daily liaison and monitoring of the supply chains activities to ensure service standards are maintained, reporting potential deviations from performance to same.
  • Continuously monitor and review performance delivery and make real time adjustments to work diaries to maximize the use of available resources, prioritizing direct employed resources.
  • To adhere and administer the service within agreed financial and procedural constraints and monitor repairs orders are being correctly closed down promptly on completion.
  • Reschedule as necessary repair works contacting the tenant to update and ensure future access. Pro-actively advancing appointments where resources are available.
  • Ensure that the highest levels of customer care are practiced including dealing with complaints and service failure issues.
  • Ensure that operatives communicate in a timely and accurate manner about the progress of work in order to schedule their work in accordance with tenants requirements.
  • Monitor Operatives communications and geographic location to ensure appointments are met, maximizing delivery of first time completions.
  • Monitor the progress of all scheduled jobs. Any perceived problems must be escalated to the Contracts Manager. Such escalation must be in a timely manner, with due consideration for the call priority, elapsed duration and client service level agreements. Be aware of the location of the Operatives and the progress of the works issued.
  • Regularly check with the Operatives that their PDAs are fully functional and in use. Checking that the Operatives have accepted, updated and closed their jobs, reporting any failures promptly to the Contracts Manager.
  • Liaise with sub contractors for daily updates of work issued in your area of operation.
  • Check daily status of all jobs on "Follow On" to ensure appropriate action is being taken.
  • Promote energy efficiency and provide advice/support for the development of energy efficient practices.
  • Carry out any other duties appropriate to the level and character of the post, to include, if the need arises, cover for other work colleagues in areas such as (voids, non-housing, customer involvement and administration duties)
  • Ensure / contribute / lead on the delivery of quality assured, client focused products and services to meet the agreed requirements of the customer.
    • Key Result AreasThe post holder will be expected to:
  • Carry out all allocated tasks competently within determined time scales, financial budgets and free costs targets.
  • Provide effective support and assistance to the Contracts Manager.
  • Maintain the effectiveness of the IT systems used, particularly DRS (Opti-Time) and Total.
  • Provide a seamless service to all customers by ensuring resources are scheduled to ensure that customers are given timely appointments within agreed priorities
    • Person SpecificationKnowledge and ExperienceHave a good level of knowledge and experience in social housing, call handling and customer liaison.Skills - EssentialExperience of at least 5 years working in a customer focused environment.Ability to work under pressure

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