Administrative Scheduler

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. Criteria

Knowledge, Skills and Experience (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 Knowledge, Skills and Experience (continued) Candidates must demonstrate the relevant number of years’ experience in each of the below areas: (i) Providing an administrative service (ii) Engaging with customers and staff to coordinate service delivery (iii) Using a range of computer packages, including Word, Excel, Outlook etc Knowledge, Skills and Experience (continued) 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. Total Financial Package The salary scale for this post (Band 3) is currently £25,584 - £26,409 per annum. Successful candidates normally commence on the first point of the pay scale, however, depending on the successful candidate’s current financial package, skills and experience, we may be able to facilitate a higher starting salary. In addition to basic pay we also have an excellent pension scheme, with an employer contribution of 19%. As an employee you will pay a pension contribution rate between 5.5% and 10.5%. This is a contributory scheme with the contribution rate linked to salary. For further information visit the NILGOSC website. We also offer access to the NILGOSC Prudential Additional Voluntary Contributions (AVC) scheme which has a number of additional benefits Location* All of our employees are assigned a base location. This will be determined on appointment dependent on where vacancies exist. The below locations are available: • Cloughfern Depot, Cloughfern Avenue, Newtownabbey, BT37 0UH • Coleraine Depot, 1A Hillman's Way, Coleraine BT52 2ED

Hours* The contractual hours are 37 hours per week and are normally Monday to Friday, 9.00 am to 5.00 pm. A flexible Working Hours Scheme is in operation with core hours of 10am-12pm and 2pm-4pm and we also seek to enable our people to work flexibly in respect to when they work*. 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. *In line with our commitment to flexibility we are happy to discuss this with the successful candidate with options being dependent on the nature of your role.

Annual Leave You will be entitled to a minimum of 23 days annual leave per year. The leave year runs from January to December and you will also be entitled to 12 public holidays.

Probation Your employment will be subject to a satisfactory completion of a probation period of 6 months during which time your progress will be monitored and feedback will be provided. You will be obliged to follow all the procedures and rules laid down by the Housing Executive.

Period of Notice You may terminate your employment by giving one month’s notice in writing, terminating on the last day of a calendar month. If your employment is being terminated, the period of notice to be given will be as recommended for Local Government Officers in line with terms and conditions.