Repairs Support Manager

Middlesex
£34000 - £38000 per annum
25 Sep 2013
23 Oct 2013
J48430
Public Sector
Customer Service
Contract
Full Time
An experienced repairs support manager required to manage a small team within the repairs centre.
You will be responsible for managing the front line and support staff who are responsible for dealing with repair and defect related enquiries from residents as well as managing the contractor telephone line.
To succeed in this role, the successful candidate will need to:
*Be a team player and work well with others
*Have experience of managing staff through periods of change
*Have a good knowledge of repairs and defects
*Be confident using IT and developing streamlined ways of working
*Be able to use their initiative and make sound decisions
*Be customer focused and confident dealing with complaints
*Be able to plan and manage a varied workload
*Have experience of delivering service improvements

Main duties and responsibilities

Day to day staff management and supervision of the Repairs Support Team, Housing Assistant and Apprentice, ensuring they adhere to all relevant policies and procedures, and providing training and support where necessary.

Ensure the team accurately diagnose and action all customer, contractor and staff email and on-line repair and defect requests in line with our policies, procedures, targets and, budgets ensuring high levels of customer satisfaction.

Ensure the Repairs Contractor line is well managed and calls from our on-site operatives are actioned in an accurate, professional and timely way in line with our policies and procedures.

Work closely with our Out of Hours Service to ensure that services and standards are consistently maintained and ensure the team collate and action resident feedback from repair satisfaction surveys.

Work closely and maintain positive relationships with our contractors, Property and Asset Management, Development, Home Ownership, Housing Management and ICT to improve and develop our responsive repairs and defects service and to ensure it is well managed and fit for purpose.

Build and promote effective relationships with our contractors to provide a seamless service and work closely with other departments to monitor performance and act quickly to resolve issues and take appropriate action to deal with non-performance.

Work closely with the Repairs Manager to ensure appropriate levels of cover across both teams including the telephone based service and to provide technical support and advice to the Repairs Team in the absence of the Repairs Manager.

Ensure Formal Complaints and Priority Responses are captured, well managed and responded to in a timely manner including responding to Stage 1 Complaints within the team's service area.

Maintain repair and maintenance knowledge, keep abreast of best practice, changing regulations and components and ensure that health and safety policies and procedures are adhered to.

Ensure all incoming Directorate correspondence is correctly saved, indexed and distributed in a timely way via our electronic document management system.

Develop procedures and working Practices, in conjunction with other departments, to enable the team to deliver a more efficient and improved service, including taking forward actions relating to improvement plans, resident feedback and service reviews.

Assist the Housing Services Manager with service reviews and delivery of KPIs and objectives and in producing service related reports.

6-9 months fixed term contract
£34'000- £38'000 PA Pro Rota

Based in Middlesex
Morgan Hunt is a multi award winning Employment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer.