Department: Gas & Electrical
Reports To: Contract Manager – Electrical
Directly Responsible For: No direct reports
Hours: 39 per week
Overall team / department purpose
- The Gas & Electrical team is responsible for the provision of safe, compliant, flexible and customer focused electrical and gas related services for our business, ensuring that our business’s housing, neighbourhoods and communal properties are kept safe and maintained to a high standard.
Key role priorities
This role is responsible for planning, organising and scheduling the allocation of operational resources across Livv Maintenance activities to ensure that customer appointments are scheduled on time and our colleague’s productivity is maximised.
Key working relationships
- This role has no line management responsibility. The holder is however required to interact on a regular basis with colleagues across the Livv Maintenance teams and with other teams across our business as required to ensure that customer needs and operational requirements are most effectively met and deadlines achieved.
- The holder is required to liaise with customers, operatives and sub-contractors on a daily basis in respect of the completion of works.
- The role reports to the Contract Manager – Electrical but has responsibility for scheduling of all M&E activity in conjunction with the Co-ordinators – Gas & Electrical programmes
Main duties & responsibilities
- Plan, schedule and organise Livv Maintenance resources in order to meet contract targets and conditions, including the allocation of resources and minimising downtime of operational colleagues so that customer satisfaction and productivity is maximised.
- Assist operatives and property managers in ensuring that material orders and deliveries are scheduled via liaison with stores management.
- Deal with internal and external enquiries through positive communication, taking ownership of issues and making decisions in relation to work scheduling to meet all targets set.
- Maintain close communication with managers and operatives to ensure demand is met through sufficient resource capacity.
- Monitor daily progress of job delivery to ensure timely adjustments to schedules so that jobs are delivered on time or customers are informed promptly of unavoidable delays.
- Together with Property managers ensure quotas for each type of repair are appropriate e.g., emergency, urgent and routine.
- Assist Property managers in sequencing multi-trade jobs.
- Identify jobs where time allocated is inappropriate or it has been allocated the wrong EUR priority and amend as appropriate.
- Be responsible for the forward planning of additional resources required to meet known peaks in workload and to highlight to the Property / Contract Manager dips in workload and potential spare capacity.
- Report back to colleagues regularly to advise of the risks to the delivery of targets and the options to overcome the risk of failure.
- Undertake general administrative duties in support of the Repairs and Maintenance team, specifically in relation to the preparation of letters and correspondence to customers.
- Provide holiday and sickness cover for resource schedulers in other teams e.g., Responsive repairs, Environmental Services
- 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
- Ensure that work is planned and scheduled so that all contract targets and conditions are met.
- Ensure that operational productivity is maximised through effective resource scheduling.
- Maintain clear and open communication with customers and colleagues in Property and Customer Insight.
- Customer satisfaction expectations are met via timely booking of appointments and regular communication of progress.
- All administration completed in an accurate, efficient and timely manner.
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
5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification/experience (E)
Experience
Planning, scheduling and organising in a customer focused environment (E)
Dealing with enquiries, including resolution by telephone (E)
Use of Microsoft Office / other relevant software packages (E)
Working in a relevant environment, e.g., property maintenance / social housing (D)
Skills, knowledge & ability
Ability to organise and prioritise work, including to tight deadlines (E)
Effective verbal and written communication skills with internal and external stakeholders (E)
Good problem-solving skills (E)
Ability to develop effective working relationships with a broad range of internal and external stakeholders (E)
Ability to suggest ways in which service delivery could be improved (E)
Knowledge of building maintenance technologies and challenges (D)
A good understanding of the issues and challenges faced by social housing customers (D)
Personal characteristics
Confident and resilient to work independently and self-motivated to take ownership for assigned tasks (E)
Approachable and highly customer focused (E)
Willingness to be proactive in contributing to the continuous improvement of a quality service (E)
Other
Flexible approach to hours worked (E)
Agile Working
We operate an agile working policy, with colleagues expected to work from the office a minimum of 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 interview process
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 email 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