Customer Repairs Manager Portsmouth, South East England, England
Job description
Salary: Band 8 - £32,020 - £34,722 p.a.
37 hours per week Monday - Friday
Who are we looking for?
We are looking for a Customer Repairs Manager to join our Repairs Support team supporting all our building maintenance team.
Candidates must be enthusiastic, good communicators, organised, be methodical and able to prioritise multiple demands and capable of leading a team.
What can we offer?
We can provide you with an opportunity to work across the building maintenance service supporting all the teams we manage as well as a varied portfolio of building types and customers.
We will support you by providing opportunities to train and develop your existing knowledge and skills, as appropriate.
What is the role?
- As Customer Repair Manager (CRM) you will be responsible for ensuring the Repairs Support Team within the Building Maintenance service handles its customer repair demands accurately and efficiently. The Repairs Support team manage repairs demand, raise repairs, arrange servicing and coordinate surveying appointments
- You will measure the performance being achieved from existing processes accurately, identifying opportunity and acting on these to improve our customer experience.
- CRMs use a variety of methods to personally observe the service being delivered by frontline officers and service providers. The focus of the CRM is to identify opportunities to improve our customer experience, by improving efficiency and designing out wasteful process which hinder effective service delivery. You will ensure that resources are aligned to best meet the demands of our customers.
- You will assist the Repairs & Compliance Manager to analyse repairs and maintenance data and run measures to gain knowledge to support the building maintenance management team improve the repairs service, ensure that stock data is robust and that the council's assets comply with building legislation as appropriate.
- You will be spending time in the work with the team, understanding the role, any barriers that may exist, acting on the knowledge to make improvements in line with the system thinking way of working.
- You will be planning your time to ensure priorities are met within a challenging front line reactive environment
- CRM will liaise with customers regarding the repairs and maintenance service, investigating complaints as appropriate. Customers include residents, leaseholders, local councillors, building managers, schools and other section managers.
- The role includes an element of facilities management, ensuring that the office is well maintained and remains a safe working environment for both staff and customers.
- The CRM will also have direct line management responsibility for a team of office-based Repairs Support Officers, on occasions where required due to excessive demand will need to perform the duties of a Repairs Support Officer.
- You will ensure each member of the team has the skills, abilities and understanding to deliver the stated purposes for our services, resulting in a positive customer experience. You will ensure that the team you manage work with you and other managers to improve the customer experience.
There is a requirement to be prepared to work outside normal office hours. During these times you may attend residents’ meetings or seek contact with customers who have not responded to you during usual office hours.
Who is the person?
You need to:
- Have experience of working in and ideally managing a challenging front line service.
- Have a good knowledge and experience of being part of a repairs service, receiving demand and raising repairs together with the ability to advise others.
- Have the ability to communicate effectively with a wide range of people (verbally or in writing), including residents, service users, MPs and local ward councillors.
- The ability to converse at ease with customers and provide accurate advice is essential for the post.
- Be able to work independently or as part of a team using your own initiative and judgement to find appropriate and effective solutions to any barriers that prevent efficient customer service delivery.
- Be able to confidently make decisions that are structured and transparent way and linked to the customer purpose.
- Have the ability to lead and manage change and the implementation of new systems/processes.
- Pro-actively and independently manage and develop a team of varied individuals to enable them to provide an effective customer service experience; whilst assisting them to achieve their full potential.
- Be able to identify what resource or information you may need at any given time and pull on these to help and achieve results and best value for our customers and stakeholders.
- Have ability to remain calm and professional when dealing with difficult, aggressive or emotionally demanding customers or staff members.
- Be adept at using a variety of IT systems including Microsoft Excel, to analyse data, being proficient in drilling into the data to uncover valuable information.
- Have good organisational skills as you will be switching between Repairs Support Officer and Customer Repairs Manager duties throughout the day as demand and priorities dictate.
- Be flexible as you may be required to work from any of the area housing offices or other PCC workplaces.
- A good knowledge of the GDPR regulations and the Freedom of Information act.
For an informal discussion about this post you can contact Teresa Sully on 07951 497 607.
When completing the application form, please thoroughly tailor your application to the 'Who is the Person' points with the use of examples from your experience and attach this as a cover letter in the Supporting Documents section. This is really important or you are likely not to be shortlisted. Please click here for the full job profile.
We will also require details of your past employment - who you worked for, your job role and when you worked there, together with a brief summary of what you did that is relevant to your application for the role of Customer Repairs Manager.
Closing date: 17th April 2023
We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.
We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:
- A generous pension scheme
- Up to 31 days annual leave per year + bank holidays
- A range of retail discounts via our reward portal offering discounts at retailers including IKEA, Currys, Tesco
- Free Access to Employee Assistance Program (EAP) and wellbeing support
- Access to a wide range of training and development opportunities including apprenticeships
- Potential to purchase additional annual leave
- Business travel support and initiatives, including bike loans
Please click here to see all the benefits of working with us!
