Repairs Team Manager

Job Description

Repairs Team ManagerLocation: Peterborough, Shrewsbury Avenue Salary: £46,350 per annum The VacancyFull Time - 37 hours per week - Flexible working - ideally located within 1 hour of PeterboroughWe have a fantastic opportunity for to join our Repairs team as a Repairs Team Manager at Cross Keys Homes!As the Repairs Team Manager you will lead and manage the Repairs Centre, with line management of the Repairs Service Team Leader, helping to build and deliver a culture of high quality customer service, value for money and a good relationship with our partnerdelivery contractor.You will be expected to set an excellent example for your team, exemplifying excellent customer service sills with your tone and style.This role is based at our Peterborough Head Office, with some home based working. You will provide emergency out of hours cover in line with the Emergency Response Procedure that may involve working limited unsociable hours to resolve. A Basic DBS checkis required for this post.Knowledge & Experience

• To lead, motivate and develop the repairs team to ensure performance targets are both set and met as well as identifying individual development, provide appropriate guidance, support, coaching and training for direct reports in line with CKH policies andprocedures.
• To provide excellent responses to customer service requests and complaints and where appropriate to visit residents who are expressing dissatisfaction with the service.
• To respond to and record customer feedback (requests for services, compliments and complaints), ensuring follow up and escalation of any problems are resolved within agreed timescales and service improvements are defined and implemented.
• To manage the process to ensure correct coding of repairs is accurate.
• To assist the Assistant Director with the management of property surveys and the void repair service.
• To report on the performance of the team to improve diagnostics and ensure repair costs are kept to a minimum and the correct priorities and timescales are allocated in line with Cross Keys Homes repairing responsibilities.
• To manage the process of identifying re-charge repairs as necessary through calls received and ensure these are reported and evidence is given to support re-charges being made.
• To manage and improve the overall customer experience by ensuring that information technology and communication systems are used to their full capacity and developed to add functionality in the spirit of continuous improvement.
• To manage and analyse complex data from repairs database and reconcile this to produce written information reports on performance statistics presenting findings to stakeholders.
• To manage the repairs and voids expenditure and forecast reporting on monthly and required accruals management accounts.
• To produce procedures for the service area and written guidelines for the team and regularly review.
• To provide out of hours escalation for Repairs in line with the emergency response procedure.
• To work with the Project Surveyors to carry out home inspections as required to determine repairs required or post inspections of works completed and provide the surveyors with management support to remedy defects within homes.
• To liaise with CKH asset management directorate, keeping customers informed of progress, ensuring works and inspections are completed within target dates to agreed standards.
• Experience of working in a call centre or with the public in a similar customer facing service, including dealing with telephone enquiries
• Demonstrable experience in competent letter writing following a full investigation and Listening, providing Empathy, Taking action and Supporting to the highest level
• Understanding of the General Data Protection Regulation
• Experience of using computer systems and using databases to produce data reporting
• Experience of handling and interpreting financial data
• Experience of dealing with and resolving customer complaints
• Experience of diagnosing repairs and an understanding of building construction and components
• Experience of working under consistent and reasonably high levels of pressure and making decisions
• Experience of working in the housing sector / in a housing or repairs service
• Experience of developing computer systems
• Experience of using communication systems
• Ability to effectively communicate in a patient, empathetic and tactful way by telephone with external and internal customers
• Ability to work as a team member and under own initiative and manage a heavy workload
• Ability to contribute to and maintain high quality service delivery by producing management reports and performing to targets
• Ability to record information clearly, accurately & concisely
• Ability to work on own initiative and make decisions outside of procedure guidelines
• Ability to remain calm under pressure whilst being able to deal with conflicting priorities, including unreasonable and/or unrealistic demands from customers
• Ability to manage own workload and team performance to meet targets and tight deadlines.
• Ability to analyse and present and report on financial information and statistical data
• Ability to ensure data quality is maintained.
• Ability to produce written reports and information for a range of audiences

Demonstrable experience of people management/managing a team and supervisionQualifications

• English and Maths Grade 4 or above GCSE (or equivalent)

Additional Requirements

• Basic DBS check required
• On call for emergency out of hours cover