Admin Scheduler

Our client, a large Public Sector Organisation requires an Admin Scheduler based in Newtownabbey

Role : Admin Scheduler

Location : Newtownabbey

Hours of work : 37 hrs per week

8.30 AM to 4.30 PM Monday to Thursday 8.30 AM to 4.00 PM Friday

Hourly Rate : £13.26

MAIN purpose:

Administrative Schedulers accurately diagnose and record maintenance repairs for Housing Executive tenants and work in partnership with others to resolve issues to support the DLO Manager in the delivery of an excellent customer service via the telephone and/or by email, in line with our vision and values as outlined below:

Key Responsibilities

1. To accurately diagnose and record maintenance repairs for Housing Executive tenants and triage customer calls to establish work orders for issue to DLO operatives.

2. To schedule or reschedule all appointments to suit customers and or business needs.

3. To correlate repairs data and track repairs progress against agreed deadlines, following up on any beyond deadline jobs.

4. To communicate and liaise with a range of internal and external stakeholders including customers, DLO Supervisors and the NIHE CSU Unit to help deliver DLO's maintenance services.

5. To build and maintain a knowledge and understanding of the schedule of rates.

6. To carry out and complete all work to a high quality and in a timely manner to meet contract KPIs.

7. To take an active and positive role within the team, working together to meet business objectives.

8. To use a wide range of IT systems to record, manage, create, analyse and retrieve repairs information.

General Duties

9. To provide a high level of internal and external customer service and following issues through to completion, while ensuring timely escalation to senior management, when required.

10. To ensure continued and effective working relationships with key internal and external stakeholders.

11. To promote continuous service improvement by working with tenants and other stakeholders to improve service delivery.

12. To represent DLO as required and provide support and cover for the other team members as and when required.

13. To undertake the duties of the role in such a way as to enhance and protect the reputation and public profile of NIHE.

14. To adhere to the Core Values and Code of Conduct for Housing Executive employees and comply with all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance.

15. To participate and/or facilitate Working Groups, Committees and other internal forums as required.

16. To undertake any other duties, which may be assigned to meet organisational needs that are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined.

17. To provide cover for colleagues in order to ensure team resilience and meet organisational need.

18. To promote, uphold and implement all NIHE policies, plans and procedures, ensuring policy requirements and timescales are adhered to.

19. To analyse and resolve queries by investigating potential solutions working both individually and as part of a team.

20. To manage their own performance and be flexible and responsive to change.

Admin Schedulers are required to cover the out of hours repairs service between 5pm and 8pm Monday to Friday and 8am to 2pm on Saturday on a rota basis.

Note: This summary of responsibilities and personal duties is not intended to be exhaustive. This role will develop and change in line with programmes and projects.

Essential Criteria

Applicants must provide evidence, by the closing date for application, that they meet the following essential criteria:

1. (i) Hold a BTEC National Certificate or equivalent Professional or Technical qualification* (Level 3) plus at least one year's relevant general administrative experience

OR

(ii) Have five GCSEs* (Level 2), or equivalent qualification, plus at least two years' relevant general administrative experience

OR

(iii) Can demonstrate three years' general administrative experience and can demonstrate ongoing learning through completion of relevant courses and/or through relevant supported work place or on-the-job training

*Refer to Qualifications Framework for equivalencies

2. Candidates must demonstrate the relevant number of years' experience in each of the below areas:

• Providing an administrative service

• Engaging with customers and staff to coordinate service delivery

• Using a range of computer packages, including Word, Excel, Outlook etc

3. Candidates must demonstrate (To be assessed at interview):
   

• Excellent communication skills
• Ability to work accurately to deadlines
• Strong customer orientation
• Excellent attention to detail
• Ability to work as part of a team

Candidates may also be assessed against the relevant section of NIHE Behavioural Framework.

To be shortlisted for this role all applicants MUST meet the essential criteria.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.

If you are interested, please upload your CV to the link provided, and Rory McGregor will be in contact to confirm if you have been shortlisted.