POST: Administration Team Leader Grade:5

CALICO HOMES

JOB DESCRIPTION

POST: Administration Team Leader Grade:5

SERVICE AREA: Repairs Service

JOB PURPOSE:To be responsible for the performance management and development of the repairs administration and scheduling team.

To lead on and ensure timely delivery of all IT based projects, supporting continuous improvement of repairs services.

To support delivery of responsive and void repairs service performance indicators and financial objectives through efficient scheduling and optimum use of IT across all services.

To liaise effectively with Responsive and Voids Repairs Managers to support delivery of all service objectives and performance indicators.

RESPONSIBLE TO:Head of Repairs

RESPONSIBLE FOR:Customer Liaison Officer

Appointments Officer – Voids

Appointments Officer – Responsive

Repairs Administrative Officer

KEY DUTIES AND RESPONSIBILITIES:

To be responsible for the performance management and development of the repairs

Administration and scheduling team. Ensuring all staff are encouraged and

motivated to promote positive attitudes and generate good team morale.

Performance

To lead on and ensure timely deliver y of all IT based projects, supporting continuous

improvement of repairs services.

To support delivery of responsive and void repairs service performance indicators

and financial objectives through efficient scheduling and optimum use of IT across all

services.

To ensure all staff within the repairs services are trained to an appropriate and

consistent standard in the use of IT systems and equipment, taking action to support

individuals as appropriate and co-ordinate training activity as required.

To liaise effectively with Responsive and Voids Repairs Managers to support delivery

of all service objectives and performance indicators.

To monitor and analyse performance data and information on behalf of the repairs

service and liaise with the responsive and void repairs management teams to

take appropriate action.

Customer Service

To provide an effective and efficient service to our customers, through the

achievement of Responsive and Voids Repairs indicators.

To oversee the Customer Liaison Officer and effective delivery of their role ensuring; customer contacts are dealt with in a timely manner and in line with company policy; effective customer involvement and outcomes; identification of complaints themes and taking action to address.

Oversee analysis of customer feedback and high volume of repairs information, identify themes and liaise with relevant teams to develop actions for improvement.

To liaise effectively with all relevant sections within the company, to achieve a high standard of customer service within the repairs service.

Technical Knowledge

To apply a basic knowledge of construction, repairs and maintenance issues to support delivery of the job role.

To apply an excellent understanding of Calico’s IT systems to support project delivery, staff training and continual operational improvement of the service.

General

Ensure all our HR policies and procedures are followed and adhered to, ensuring effective management and support of staff.

To be proactively involved in the work of a Corporate Group, in order to make an effective contribution to the successful achievement of the group’s aims and objectives.

To carry out any other duties appropriate to this post, as necessary or as requested.

Footnote

This Job Description summarises the major responsibilities of the post. It is not intended to exclude other activities, nor future changes from the postholder’s responsibilities.

CALICO HOMES

PERSON SPECIFICATION

POST: Administration Team Leader

Selection Criteria

/ Essential/
Desirable
E/D / Means of Assessment:
QUALIFICATIONS:
1. / ECDL or equivalent. / D / C
EXPERIENCE:
1. / Experience of working in a customer focussed environment. / E / A
2. / Working within a construction, repairs or maintenance related sector and job role. / D / A
3. / Use of developing and operating a variety of I.T. Systems and Software, to a high standard. / E / A/I
4. / Experience of supervising, training and developingstaff. / E / A/I
5. / Experience of project delivery. / E / A/I
SKILLS AND KNOWLEDGE:
1. / Ability to interpret statistics, data and information to improve performance. / E / I/S
2. / The ability to lead and motivate a staff team. / E / I
3. / The ability to co-ordinate, lead and deliver projects in a timely manner. / E / I
SKILLS AND KNOWLEDGE (CONT’D):
4. / Effective analysis and problem solving skills. / E / I/S
5. / Ability to prioritise work and that of others. / E / I
6. / Excellent IT skills and knowledge and an understanding of how they can be used to support and improve processes. / E / I
7. / Ability to work on own initiative. / E / A/I
8. / A sound understanding of basic maintenance and repairs in the plastering, plumbing, joinery and electrical trades. / D / A/I
OTHER REQUIREMENTS:
1. / Passionate about delivering high standard of Customer Care. / E / A/I
2. / Positive commitment to Equal Opportunities and understanding of diverse needs of customers. / E / I
3. / Mobility between Burnham Gate and Centenary Court. / E / A/I
BEHAVIOURS:
The following behaviours describe how we expect staff to go about their work in a day to day basis. These behaviours help to create a workplace where everyone who works with Calico has the opportunity to learn and grow their talents in an environment where they feel valued and supported and where their efforts are rewarded and recognised. These behaviours will be assessed during the interview stage.
Passionate about customers
Customer focus is at the heart of what we do at Calico. This can be whether you deal with customers who live in our neighbourhoods or internal customers from other teams or partner organisations.
Rising to the challenge
Calico is an ambitious organisation that is determined to keep improving. This means that every member of staff should be supported to work at a pace and level that enables us to bring about the positive changes we want to achieve.
Committed to Calico
We all need to get the best out of our time at work and also put the best of ourselves into the work we do. To make sure we continue to achieve as an organisation we need dedicated staff to keep us moving forward.
Maximising Potential
There are always opportunities for us to work smarter, not harder, and that’s exactly what we need to do to make sure everybody achieves their potential. This means showing a willingness to try new things and put things right where necessary.
Inspiring leadership
We need confident managers who communicate honestly and appropriately, who lead by example and deliver on promises. They need to motivate, support, challenge and reward their teams to achieve high performance and coach their staff to unlock and develop their full potential / E
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Method of Assessment

A Application form

IInterview

P Presentation

W Written Exercise

SSkills test

CProduction of Certificates