Akton Recruitment currently has an exciting opportunity for a Repair Scheduler to join the team of a Borough Council in London.
Purpose of the Job
To plan and schedule repair appointments / programmed works, so as to achieve
maximum productivity, ensuring that suitably qualified operatives are correctly and efficiently allocated at all times.
To pro-actively manage operative resources to ensure repairs are completed right first time.
Dedicated to ensuring that the council’s customers receive an excellent standard of service.
Responsible for scheduling all appointments and programmed works with suitably qualified operatives using available technology and reporting tools to ensure business objectives are fully achieved within agreed timeframes.
To ensure performance monitoring systems are in place, and information is accurate and effective, and in accordance with financial regulations.
Using own initiative, proactively manage work orders using IT systems ensuring that variations and complex orders are managed and coordinated and accurate records are in place to monitor through to completion.
To operate customer satisfaction surveys and communicate with customers to discuss and resolve repairs issues and to escalate these issues to the relevant managers as required.
To receive and resolve all calls from operatives including variation requests, no access reports, requests for additional jobs, etc.
To answering client and customer queries – providing repairs knowledge and guidance to assist them in resolving issues.
To undertake data entry tasks as required and o work diligently towards achieving service KPIs and qualitative / quantitative performance targets.
To manage the relation between different service areas deliver effective customer service
To ensure that the dynamic appointment scheduling system data base is accurately maintained and managed – observing good system housekeeping, user maintenance, and best practice at all times.
To help meet KPI performance targets and customer satisfaction targets for the service area.
To ensure that service is delivered to a standard that meets or exceeds council’s service promise to residents.
To prepare of records and statistics as required and respond to written and verbal casework and complaints in a timely manner, in order to resolve issues effectively and speedily.
To monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc and to escalate issues to the relevant manager.
To maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice for the service area.
To liaise with internal and external agencies to ensure high standards of service delivery.
16 To ensure staffing, training, financial and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by SBS is accurate and appropriately filed / stored.
To carry out all necessary liaisons, including attendance at meetings with, contractors, residents and officers, as required
If you would like to apply for this position please send a CV or call 01772 428186 and ask for Jordan for more details.