Senior Repairs Service Advisor
Posted 24 days ago
- Royal Tunbridge Wells, Kent
- Any
- External
- Expires In 2 months
Senior Repairs Service Advisor
About the role
Role Summary
To lead the team of Repairs Service Advisors, train and coach new starters. Ensuring customer excellence is achieved throughout the customer journey.
Location: Tunbridge Wells
Salary: £28,814
Hours: 35
Contract: Permanent
Probation Period: 6 months
Notice period: 1 month
Who are we?
Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.
What will you be doing?
Role Specific Responsibilities
* Ability to lead a team of RSA’s to maximise productivity, efficiencies and effectiveness.
* Communicate process changes as directed by the Client, Stakeholders and Management for business and service improvement.
* Champion excellent customer service.
* Support the team with ad-hoc tasks including phone cover during peak/busy times or when staff are absent.
* Review and monitor call stats to identify performance issues and support provided, ensuring that the team targets are achieved.
* Produce call stat reports for internal and external use; identify trends and develop strategies for continuous improvement.
* Audit team calls and job packs, to identify training requirements, and support and to ensure team are adhering to company policies and procedures.
* Regular liaison with TCH customer service team to ensure consistent messaging and identify any issues/failings in call management.
* Provide any on-the-job training, coaching, guidance and support to RSA’s in line with company policies and procedures.
* Responsibility for updating and ensuring that the team adhere to company policies and procedures.
* To positively contribute to inducting and training new starters with a view to them becoming an asset to the team/contract.
* Develop and maintain excellent customer relationships.
* To support the CSM to deliver quality, customer focussed, profitable and safe business.
* Administration of Asbestos tests and removals including the production of figures, ensuring that health and safety guidelines are adhered to at all times.
* To lead and conduct 1-2-1 performance reviews with each member of staff in your team.
* Seek to support and enhance communication between the client and other stakeholders.
* To work in an integrated and collaborative way with the commercial and operational teams.
* Participate in projects, working groups, employee and Client forums as required.
* To attend meetings as requested with the Client and tenants, including attendance at meetings outside of working hours.
General
To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
Recognise, respect, and promote the different roles and diversity of individuals.
To actively contribute towards the key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (#####) and relevant EC directives.
To participate in training, attend other meetings, and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the Group.
Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
Maintain awareness of budget requirements and value for money while delivering your role.
Consider and highlight any risk to the organisation or individuals whilst delivering your role.
Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.
This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
About You
Education & Qualifications
Asbestos awareness training (Desired).
Key Skills & Competencies
Good written and verbal communication skills are essential.
Line management of Repairs Service Advisors, delivering facts to all Stakeholders in presentations both verbally and in writing.
Communicating and disseminating to direct reports and colleagues company processes and procedures. Compile and report on calls and KPI data.
Asbestos awareness and H&S requirements.
Trade knowledge.
Scheduling tools and systems.
Administrative experience.
Excellent written communication.
Ability to manage administration teams.
Interpretation of data skills.
Advanced level of Microsoft Excel and Word.
Experience with scheduling software, and Impact Response in particular, an advantage.
Be organised and work to deadlines.
Excellent written communication.
Attention to detail.
Ability to work on own initiative.
Ability to communicate with people at all levels.
Ability to maintain confidentiality at all levels.
Developed oral communication.
Motivated self-starter with drive and determination.
Behaviours
Leading by personal example and setting the standard.
Excellent communicator (written and verbal).
Be clear and concise, clarify and communicate the team’s objectives and the plan to deliver.
The ability to motivate and get the best out of your team.
Inspire those around you.
Energy.
The ability to work on your own and as part of a team.
Feel empowered and empower others.
Support and where necessary mentor others to achieve success.
Assertive.
Good and effective organisation skills.
Why Choose Us
Contributory pension scheme 4% to 10% matched contributions
Hybrid working
Free onsite car parking
Life assurance of 4x annual salary (Terms and Conditions apply)
30 days annual leave in addition to bank holidays
Two volunteer days per year
Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
Extensive annual Staff Wellbeing programme
Enhanced maternity, paternity, and shared parental leave provision
Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
Annual flu vaccinations
Access to an extensive range of corporate discounts on shopping, travel & days out
Social events, including lunchtime walking, rounders, festive Fridays
Travel loan
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close:
Monday, 3 June#####4
Interview Date:
Thursday, 6 Jun#####24
About the role
Role Summary
To lead the team of Repairs Service Advisors, train and coach new starters. Ensuring customer excellence is achieved throughout the customer journey.
Location: Tunbridge Wells
Salary: £28,814
Hours: 35
Contract: Permanent
Probation Period: 6 months
Notice period: 1 month
Who are we?
Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.
What will you be doing?
Role Specific Responsibilities
* Ability to lead a team of RSA’s to maximise productivity, efficiencies and effectiveness.
* Communicate process changes as directed by the Client, Stakeholders and Management for business and service improvement.
* Champion excellent customer service.
* Support the team with ad-hoc tasks including phone cover during peak/busy times or when staff are absent.
* Review and monitor call stats to identify performance issues and support provided, ensuring that the team targets are achieved.
* Produce call stat reports for internal and external use; identify trends and develop strategies for continuous improvement.
* Audit team calls and job packs, to identify training requirements, and support and to ensure team are adhering to company policies and procedures.
* Regular liaison with TCH customer service team to ensure consistent messaging and identify any issues/failings in call management.
* Provide any on-the-job training, coaching, guidance and support to RSA’s in line with company policies and procedures.
* Responsibility for updating and ensuring that the team adhere to company policies and procedures.
* To positively contribute to inducting and training new starters with a view to them becoming an asset to the team/contract.
* Develop and maintain excellent customer relationships.
* To support the CSM to deliver quality, customer focussed, profitable and safe business.
* Administration of Asbestos tests and removals including the production of figures, ensuring that health and safety guidelines are adhered to at all times.
* To lead and conduct 1-2-1 performance reviews with each member of staff in your team.
* Seek to support and enhance communication between the client and other stakeholders.
* To work in an integrated and collaborative way with the commercial and operational teams.
* Participate in projects, working groups, employee and Client forums as required.
* To attend meetings as requested with the Client and tenants, including attendance at meetings outside of working hours.
General
To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
Recognise, respect, and promote the different roles and diversity of individuals.
To actively contribute towards the key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (#####) and relevant EC directives.
To participate in training, attend other meetings, and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the Group.
Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
Maintain awareness of budget requirements and value for money while delivering your role.
Consider and highlight any risk to the organisation or individuals whilst delivering your role.
Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.
This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
About You
Education & Qualifications
Asbestos awareness training (Desired).
Key Skills & Competencies
Good written and verbal communication skills are essential.
Line management of Repairs Service Advisors, delivering facts to all Stakeholders in presentations both verbally and in writing.
Communicating and disseminating to direct reports and colleagues company processes and procedures. Compile and report on calls and KPI data.
Asbestos awareness and H&S requirements.
Trade knowledge.
Scheduling tools and systems.
Administrative experience.
Excellent written communication.
Ability to manage administration teams.
Interpretation of data skills.
Advanced level of Microsoft Excel and Word.
Experience with scheduling software, and Impact Response in particular, an advantage.
Be organised and work to deadlines.
Excellent written communication.
Attention to detail.
Ability to work on own initiative.
Ability to communicate with people at all levels.
Ability to maintain confidentiality at all levels.
Developed oral communication.
Motivated self-starter with drive and determination.
Behaviours
Leading by personal example and setting the standard.
Excellent communicator (written and verbal).
Be clear and concise, clarify and communicate the team’s objectives and the plan to deliver.
The ability to motivate and get the best out of your team.
Inspire those around you.
Energy.
The ability to work on your own and as part of a team.
Feel empowered and empower others.
Support and where necessary mentor others to achieve success.
Assertive.
Good and effective organisation skills.
Why Choose Us
Contributory pension scheme 4% to 10% matched contributions
Hybrid working
Free onsite car parking
Life assurance of 4x annual salary (Terms and Conditions apply)
30 days annual leave in addition to bank holidays
Two volunteer days per year
Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
Extensive annual Staff Wellbeing programme
Enhanced maternity, paternity, and shared parental leave provision
Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
Annual flu vaccinations
Access to an extensive range of corporate discounts on shopping, travel & days out
Social events, including lunchtime walking, rounders, festive Fridays
Travel loan
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close:
Monday, 3 June#####4
Interview Date:
Thursday, 6 Jun#####24
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