| Description: | For: Senior Repairs Administrator
Meyer Scott Ref: VR/03213
Senior Repairs Administrator Wisbech Temp to Perm - £20,000 - £22,000 pa
Responsible for the day to day supervision of the small administrative team that comprises our Customer Response Centre* (CRC) and with it the processing of Response Repairs and related works orders from the initial receipt by the CRC through to job completion and closing
Our Response Repairs service delivers high quality maintenance and repairs services to a wide range of predominantly housing sector clients. Within that service our CRC is responsible for the aspects of repairs administration, customer and client relations plus performance monitoring and management.
Supervise administrative staff within the CRC including:
Staff management, regular staff 1:1s and appraisals;
Team meetings and communication;
Identify staff development and training needs and arrange for these to be met
Participate in the recruitment, induction and training of new staff
As the CRC team leader, take responsibility for inspiring and motivating the CRC;
lead by example and achieve the high team culture standards set by the Repairs and Maintenance Manager
Repairs orders
Record, monitor, analyse and take action in relation to repairs orders being processed to ensure works order performance is efficient and to a high standard internally as well as meeting clients targets
In particular this includes monitoring the work of CRC admin staff, identifying any issues and taking action to rectify any process or performance matters
Have a focus on the income and expenditure aspects to ensure FPM achieves good value for money
Deal appropriately with performance issues as well as with complaints and issues raised by clients or clients residents
Work closely and cooperatively with engineers supervisors to achieve the above aspects
Mainly through the CRCs Finance Administrator, produce certain activity and performance reports on the above issues
Relationships and culture
Build and maintain excellent and professional relationships externally with clients and other necessary third parties
Do the same in respect of persons at all levels within FPM
Work collaboratively with response repairs service colleagues, internal and external to FPM, to achieve successful outcomes
Liaise with staff and the workforce associated with Planned maintenance and other sections of FPM
Prepare material for and attend internal and external client contract and other internal/ external meetings
Maintain the highest standards of customer care with all contacts including the residents of clients
At any time when required, assist and cover for colleague Repairs Administrators and other colleagues in the CRC
Promote in a professional and positive way the role of the CRC within FPM as well as the role of FPM within the sector in which we operate; be committed to and assist in the achievement of the business plan and objectives set by FPM
Manage the administrative aspects of our 24 x 7 x 365 OOH emergency call-out service, operated on behalf of our clients, along with other FPM staff, participate in the OOH rota as Duty Coordinator
Carry out Repairs Administrator duties to the extent decided by the Repairs and Maintenance Manager
At a level of expertise in line with the role, be able to enter, manipulate and report on data using relevant software (currently Service Manager Plus and standard software packages); supervise data protection matters within the CRC
Through the CRCs Finance Administrator, be responsible for managing and resolving issues in relation to the technological aspects of response repairs (in so far as they relate to response repairs) including:
Service Manager Plus or similar main response software, hand held devices (including PDAs and mobile working), vehicle tracking, out of hours laptop and phone, office PCs etc
Refer immediately upwards any item that cannot be completed satisfactorily within your responsibility
Work to the priorities, deadlines and performance targets set by management; personally contribute to the achievement of the high performance levels set
Think and act innovatively to continuously bring about service improvements, better ways of working, greater efficiency and value for money
Be responsible for the monitoring and management of all aspects of Health, Safety and Environmental Management within area of responsibility
Carry out any written work, phone call handling, clerical and administrative tasks related to the role
Carry out any other tasks that are reasonable and appropriate to the role and to the work of CRC/ FPM
Experience
Working successfully within a team environment
Knowledge or expertise gained from working in a property maintenance and/ or technical environment
Dealing with customers/ the public face to face and/ or by phone
Staff supervision: either generally or in a maintenance and/ or technical environment
Computer usage with the standard range of software packages
Office administration
Skills and Attributes
Able to lead a small administrative team, work on own initiative whilst also being a good team member with a high level of team working skills
A basic level of technical or other skills related to property maintenance
Trained to a basic level in the standard range of software packages
Very good communication skills and a professional customer care approach, particularly in relation to phone call and email handling, both with client representatives, residents of clients and internal colleagues
A reasonable level of literacy and mathematical abilities
A high level of technical or other skills related to property maintenance
Trained to a more advanced level in the standard range of software packages
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