Repairs Scheduler

Great Places Housing Association; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Great Places Housing Association is seeking a dedicated individual to manage repair scheduling and deliver outstanding customer service. The successful candidate will coordinate with in-house and external teams to enhance productivity and customer satisfaction. With responsibilities including monitoring operative diaries and planning repairs, this role is vital in ensuring service efficiency and quality. Ideal candidates will have experience in a similar position and exceptional organizational skills.

Benefits

Pension scheme with up to 10% contribution

WPA Healthcare with savings options

Discounts on high street stores, restaurants, gyms

26 to 30 days of annual leave

Monthly lottery draws with cash prizes

Savings Club for monthly payouts

Incentive scheme for achieving targets

Transport support through season ticket loans

Qualifications

• Experience in a similar role required.
• Flexible and adaptable approach to changing requirements.
• Demonstrate initiative and proactive communication.

Responsibilities

• Deliver excellent customer service and plan repair jobs.
• Monitor and manage operatives' productivity and job completion times.
• Schedule customer appointments ensuring the right operative is allocated.

Skills

Excellent understanding of providing first-class customer service

Strong multi-tasking abilities

Excellent organisational skills

Ability to work independently and as part of a team

Job description

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You will be delivering excellent customer service and right first time repairs through effective planning and resource scheduling of repair jobs. This involves liaising with the call centre and on-site repairs colleagues to maximise productivity, increase capacity, and improve customer satisfaction.

What you’ll be doing

1. You will be the principal contact for in-house operatives, allocating and planning repairs, covering day-to-day and void jobs, and meeting customer needs.
2. Monitoring and managing operatives' diaries to maximise productivity.
3. Monitoring and managing the time taken to complete jobs, following up on outstanding work, and ensuring both in-house and external contractors communicate the status of repairs to them, ensuring excellent customer service.
4. Maximise output of trade operatives for day-to-day & void repairs by controlling and managing daily/weekly planning effectively. Good forward planning is essential to manage holidays and sickness to meet capacity demands.
5. Ensure that customer appointments are scheduled appropriately, considering customer needs and ensuring the right operative/contractor is allocated the job.
6. Increase operative productivity by reviewing, monitoring, and managing travel distance and time between jobs. Use data such as completed, rebooked, and outstanding jobs to assess improvements via trade zoning and smart scheduling. Implement actions to reduce time lost and increase overall productivity, thereby boosting customer satisfaction.
7. Proactively use daily tracker reports to manage travel/distance between jobs, improve efficiency, and understand downtime related to material collection and waste site visits.

What you’ll need

• Experience in a similar role.
• Excellent understanding of providing first-class customer service.
• Strong multi-tasking abilities and the capacity to juggle conflicting priorities.
• Flexible and adaptable approach to changing requirements.
• Excellent organisational skills and ability to manage a busy workload.
• Ability to work independently and as part of a team.
• Demonstrate initiative and proactively liaise with internal and external customers.
• Availability for team rota from 07:30 am to 6:00 pm.

What we need from you

• A commitment to understanding the challenges and opportunities in the communities we serve, especially those with lived experience in social housing.
• A passion for advocating on behalf of people and communities.
• A commitment to working in partnership for the benefit of Great Places.
• A dedication to continuous learning and improvement.
• Willingness to work flexibly and outside normal hours when needed to ensure service continuity.
• Ability to work effectively in uncertain situations.
• Professionalism, integrity, inclusivity, and respect for diversity.

What we give you in return for your hard work and commitment

• Pension scheme with up to 10% contribution from both colleague and Great Places.
• WPA Healthcare, auto-enrolled with £1250 savings, with options to increase and add family members.
• The Market Place discounts on high street, restaurants, supermarkets, gyms, cycle-to-work schemes, tech loans, and more.
• Starting at 26 days of annual leave, increasing to 30 days plus Bank Holidays.
• Monthly lottery draws with prizes up to £250.
• Savings Club to set aside money each month for 11 months, paid out in November.
• Sharing Greatness incentive scheme, earning £300 for helping achieve business targets.
• Transport support through season ticket loans for public transportation at discounted rates.

At Great Places, we believe colleague wellbeing is vital for delivering excellent services. All benefits can be used inside and outside of work.