Operational Repairs Planner (scale 6)

Job Category : Housing
Location : Edmonton Centre, Enfield Council
Hours Per Week : 35.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £17.54

Operational planner required to support DLO repairs service as part of ERD
To plan and schedule appointments / programmed works across the division to achieve maximum productivity, ensuring that suitably qualified operatives are correctly and efficiently allocated always. and Support the Management team.

Purpose of the Role:
To plan and schedule appointments / programmed works across the division to
achieve maximum productivity, ensuring that suitably qualified operatives are
correctly and efficiently allocated always.

1. Work to very tight deadlines in a dynamic and constantly evolving environment to
   arrange, coordinate and reschedule appointments using a high level of excellent
   customer relation management to ensure that residents receive a high level of
   service.
2. To be adaptable and flexible in coordinating the delivering complex repairs using high
   level of trade knowledge to diagnose and schedule multiple interdependent
   appointments.
3. To monitor and take appropriate action in real time to prevent service failure to by
   rearranging appointment with residents based on continually reprioritizing the trade
   staff work, based on housing policy and legislative requirements.
4. To manage the customer feedback and instigate remedial action for poor service
   delivery, close liaison with the resident and service user.
5. To ensure the emergencies priority works are completed with due regard for the
   health and safety of the public and legislative requirments.
6. To pro-actively manage operative resources to ensure appointments are kept and
   maximize the number of works orders completed at the first visit.
7. Dedicated to ensuring that the council’s customers receive an excellent standard of
   service.
8. Organise repairs projects juch as estate initiatives and schedule resources to support
9. Actively manage operative tme and monitor output during times of service
10. To monitor and report on operative performance in terms of missed appointments,
    customer satisfaction levels, etc and to escalate issues to the relevant manager.
11. Raise repairs to ERD’s specialist contractors or where the inhouse service does not
    have capacity to undertake the works, ensuring effective communication with the
    resident through to conclusion.
12. To maintain a comprehensive and up to date knowledge of all relevant legislation,
    procedures and best practice for the service area.
13. To liaise with internal and external agencies to ensure high standards of service

– Skills, Experience, Knowledge & Abilities
Essential:

1. Experience of using work scheduling/planning systems ICT or manual.
2. Customer service skill relating to defusing service failure conflicts.
3. High level of knowledge relating to repairs tasks and the time to be allocated for individual elements. and the
   interdependency between various trade.
4. Skilled in the use of various contracts arrangements including schedule of rates time and materials and lump sums and
   standard minute values.
5. Ability to plan, prioritise and organise workload to meet required deadlines.
6. Ability to respond to the needs of customers politely and efficiently, and to deal with issues calmly and objectively.
   Desirable:
7. Understanding of relevant legislation and codes of practice including H&S, Building Regulations, Fire Regulations, etc.
8. Understanding of issues around the delivery of maintenance and refurbishment contracts in an urban environment.

Qualifications & Professional registration criteria
Candidates: Please ensure you address these qualifications in your responses to the essential (and desirable if
applicable) criteria, you will be expected to meet these requirements of the role and they will be explored with you at interview.

1. Experience of working within operational support/business administration or Educated to A Level standard, or Level 3
   NVQ in business administration
2. Repairs Diagnostic Training

Special requirements

1. The ability to attend evening and weekend meetings when required
2. Repairs Service is to work flexibly ensuring the needs of the wider community are met week and provide emergency
   response, detail to be determined as required by service teams’ need and in cognisance of individual circumstances.