Department: Repairs & Maintenance
Reports To: Head of Repairs and Maintenance
Directly Responsible For: Resource Schedulers – Responsive Repairs / Resource Schedulers – Gas & Electric / Coordinator Responsive Repairs / Coordinator – Small Works / Coordinator – Gas & Electric
Hours of Work: 39 hours per week. We operate an agile working policy, with colleagues expected to work from the office at least one day per week, or more depending on business needs. For this specific role, working arrangements may vary — we recommend discussing expectations with the hiring manager during the recruitment process.
Overall team / department
The operational support team is responsible for driving operational efficiency, maintaining compliance and data integrity, and promoting service excellence within Livv Maintenance. The team provides scheduling support to allow the repairs & maintenance teams to deliver an excellent service for our customers
Key role priorities
- This role oversees the scheduling team and repairs and Gas/Electric coordinators, ensuring optimal resource allocation, accurate data management, and high-quality service delivery.
-The role is responsible for continuous improvement and customer satisfaction through strategic oversight and proactive problem-solving.
Key working relationships
- The role directly line manages the Resources Schedulers and Coordinator within the Responsive Repairs, Gas & Electrical departments
- The holder is required to interact and collaborate on a regular basis with colleagues across our business in the provision of this service, particularly with Livv Maintenance Contract Managers, Customer Services, Business Intelligence and Customer Insight colleagues.
- External to our business, the holder is required to regularly liaise with customers, sub-contractors and external agencies.
Main duties & responsibilities
- Lead and coach operational teams, including resource schedulers and coordinators in the Responsive Repairs, Gas & Electric team, ensuring the effective execution of daily tasks, schedules, and responsibilities.
-Direct, motivate and support the team to ensure accurate and timely scheduling of repairs and maintenance activities.
- Manage performance against objectives and take necessary action to ensure that our business achieves all contractual obligations for all clients in respect of the responsive repairs service.
- Work closely with the Head of Repairs & Maintenance to monitor service delivery standards, resolve customer complaints, and implement strategies for improving customer satisfaction and service quality.
- Collaborate with Property Managers to measure performance against set KPIs by managing and optimising the use of job management systems for operational data. Ensure goals are met by providing regular reports on operational performance, identifying trends and areas for improvement.
- Work closely with other internal and external stakeholders to ensure a seamless and coordinated approach to service delivery.
- Lead initiatives to enhance operational processes and systems, focusing on increasing efficiency, improving service quality, and reducing costs. - Ensure that all operational activities comply with health, safety, and regulatory standards. Promote a culture of safety and continuous improvement within the operational teams.
- Support the implementation of operational changes, new systems, or process improvements, helping the team adapt to changes and ensuring smooth transitions.
- Interrogate and analyse data to understand trends and drive continuous improvement, implement robust data governance practices to ensure data accuracy and accessibility
- Oversee data relating to customer contact and ensure responses made within target timescales
- Oversee the collection, validation, and analysis of operational data and produce regular performance reports and insights to inform strategic decisions.
- Ensure customer complaints relating to Property are adequately investigated and resolved, that response time targets are met, and that learning from complaints is recorded and used to continually improve service delivery and the customer experience – including working collaboratively with other teams and directorates to achieve these aims where necessary. - Act as a key stakeholder in cross-functional projects and service development initiatives.
- Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- Achieve or exceed first time fix targets across service requests, with monthly improvements tracked and reported.
- Increase productivity across all service areas, reduce costs and deliver value for money
- Customer satisfaction targets met or exceeded whilst maintaining service delivery
- Maintaining compliance across Gas & Electric
- Regular reporting on performance across the business
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
A Level qualified or equivalent operational experience (E)
Evidence of continuous professional development (D)
Project management experience or qualification (D)
Experience
Proven experience in operational management within a maintenance or service delivery environment (E)
Anticipates future trends, challenges and opportunities, and develops long term plans (E)
Demonstrates proficiency in interpreting data sets, identifying patterns, and drawing actionable insights (E)
Provides clear direction, support, and motivation to team members (E)
Implementing and monitoring achievement of performance measures, addressing under-performance where appropriate (E)
Working in a similar role in a social housing / other highly regulated environment (D)
Experience with the Accuserv System or similar operational platforms (E)
Skills, knowledge & ability
An effective communicator with a proven ability to engage with, and build positive relationships with, a broad range of internal and external stakeholders (E)
Strong leadership and team management skills (E)
Proficiency in data analysis and reporting tools (E)
Excellent organisational and problem-solving abilities (E)
Strong communication and stakeholder engagement skills (E)
Ability to use IT systems as appropriate to role and data management to enable reporting (E)
A good understanding of the issues and challenges faced by the social housing sector (D)
Personal characteristics
Builds strong relationships with stakeholders and seeks feedback to improve service delivery (E)
Driven to achieve results (E)
Excellent planning, organising and time management skills (E)
Demonstrates resilience and adaptability in the face of challenges or setbacks (E)
Other
Flexible approach to hours worked (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please contact us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us