Team Manager - Repairs (Planning and Scheduling)

Team Manager – Repairs (Planning and Scheduling)

You will oversee the planning function to deliver the day to day operational priorities of all works for the responsive and void workstream to ensure that the repairs service always operates effectively and maintains a consistently high standard of service to its customers and all stakeholders. Managing a team of planners for responsive repairs, voids, damp and disrepair, you will be expected to carry out appraisals, coach and motivate staff.

You will continuously monitor productivity, damp, disrepairs and void numbers, and all key performance indicators with a drive for continuous improvement.

What you’ll be doing

• Ensure that all appointments and delivery targets are achieved by effective planning of the repairs and voids
• Manage, coach and motive the team to create a productive working environment and achieve all key performance indicators
• Liaison and co-ordination with the Planning and Performance Manager, Head of Service, Property Services Managers and Neighbourhoods in relation to an effective repairs and void service
• Deliver exceptional customer service to all internal and external customers and all key stakeholders
• Provide planning support to the team during short staffing levels / increase in demand to ensure targets and workload continues to be met and achieved
• Review contractors and verify the onboarding of contractors is delivered smoothly to ensure enough cover is provided in areas of specialism
• Ensure that contractor performance is achieved and all invoices area processed through the contractor portal
• Liaison and co-ordination with the Hub to ensure delivery of an effective diagnostic service enabling a right first time approach and repair categorisation.
• Ensure all aspects of customer complaints are dealt with within SLA and identify lessons learnt that can be implemented
• Review management reports, gather, analyse, and validate data, presenting findings to the Planning and Performance Manager
• To ensure all 121s are carried out with the team and review of skill set and upskilling to provide cover as and when needed
• To identify and manage any underperformance of colleagues and support them to improve to achieve targets
• Identify any improvement opportunities with the team
• To ensure all training (face to face and eLearning) is up to date for colleagues including delivering training to the team and new starters
• To support with back office functionality to enable the system to work effectively
• Any other reasonable duties asked by your line manager in line with your role

What you’ll need

• Proven experience of managing teams of 5 or more
• Proven experience in the provision of maintenance to domestic properties and dealing with external contractors - desirable
• Experience of use of a dynamic scheduling system - desirable
• Knowledge and experience of SORs – desirable
• Ability to prioritise own workload around tight deadlines in a pressurised environment
• Demonstrate strong leadership skills driven by achieving/exceeding targets and KPIs
• Self-motivated, independent, and performance-driven with strong personal and team accountability, capable of motivating others.
• Organised, analytical, and detail-oriented with a customer-focused approach to delivering effective outcomes.

What we need from you

• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
• A passion to advocate on behalf of people and communities
• A commitment to work in partnership with others for the benefit of Great Places
• A commitment to continuous learning and improvement
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity
• An ability to work in uncertainty.
• To be professional and work with integrity, inclusivity and respect for diversity 

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

• Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
• WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members
• Annual leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays
• Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’  
• Professional fees ¦ The business pays the cost of one professional role related membership fee for each colleague
• The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.