housing
Maintenance

Customer Services Manager

We have a fantastic opportunity for a Customer Service Manager, to join our Wates team within our Responsive Maintenance Division. You will be working out of our Finsbury Park office, overseeing and delivering a five star customer service experience to tenants and clients on our contracts.Key Accountabilities will include: Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients. Implement and manage a robust customer feedback system to ensure continuous service improvement, and contribute to improvement in customer feedback methodology. To develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services. Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers. Liaising with all service areas to act as an intermediary for customers as and when required. To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. To implement and manage service standards for delivery. To provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner. To ensure established policies and procedures are adhered to. To ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.We are looking for an experienced and professional Customer Service Manager with knowledge of Maintenance practices, standards and processes along with the ability to analyse technical and commercial aspects of maintenance tasks and apply solutions in terms of time, cost, quality and best use of available resources.To be successful in this role you will be an excellent communicator with the ability to influence key stakeholders and manage expectations of customers and site teams.

Disrepair Administrator

Wates have an opportunity for an Disrepair Administrator to join our team in Enfield to engage in full administrative duties and provide ongoing support for the team in a number of key contract areas. Key Accountabilities will include: Amend and improve various Excel trackers to ensure the data can be utilised effectively for data reporting. Create and maintain information on systems and databases and manage efficient filing systems. Close down jobs on the system to ensure reports reflect current work levels. Coordinate meetings when required and greet guests and visitors. Assist with the ordering of Personal Protective Equipment as and when required. Deal with a range of administrative queries that come through to the team. General administrative duties including filing, faxing and photocopying.We are looking for an experienced Administrator who is a confident communicator, highly computer literate (Microsoft suite – Word, Excel etc) and extremely organised. The successful individual will have ideally have worked in the construction and/or maintenance industry but this is not essential.

Reactive Repairs Supervisor

We have an opportunity for a Reactive Repairs Supervisor to join our Wates team within our Responsive Maintenance division. You will be working out of our Lambeth office on one of our social housing contracts, delivering reactive maintenance to our residents.Key Accountabilities will include: Ensure high quality service is provided with the management of the work scheduling in accordance with company procedures, standards and SLAs Represent Wates at client and resident performance meetings as requested by the Operations Manager Manage the responsive repairs function to ensure consistent performance against targets Effective and efficient management of material costs and ensure that all are following correct processes and procedures Monitor quality of work through inspection, inspection reports, analysis of key performance indicators and analysis of customer satisfaction surveys. Lead, manage and contribute to the development of your team and determine optimum employment levels to comply with the provision of the serviceYou must have a full UK driving licence.To be successful in the role you must also be an excellent communicator with the ability to problem solve, multi task and work to tight deadlines. Prior responsive maintenance experience is crucial to the role. You must also have your SSSTS qualification as a minimum.

Scheduler

We have an opportunity for a Scheduler to join our Wates team within our Responsive Maintenance division. You will be working out of our Croydon office on one of our social housing contracts, delivering planning for our reactive maintenance appointments.Key Accountabilities will include: Schedule works into diaries for up to 20 operatives daily ensuring diaries are full and immediate attention is given to allocate work to operatives when they become free. Check the system for emergencies and manage within a timely manner to ensure targets are meet Respond to telephone variations by seeking approval from duty surveyor so operatives may continue on the site through to completion Provide a high quality service to our client on a face to face basis Working within a team to achieve goals and targets achieving daily targets of a minimum of 60 allocations each day of new ordersWe are looking for you to have relevant experience gained from working in a similar industry and environment.