Visit www.cornerstonehousing.net/careers for more information and to download our recruitment pack.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Salary: up to £26,067
Hours: 35 hours. Monday to Friday 9am - 5pm
Location: This role is based in our Wykes Road, Depot.
Housing people is diverse and interesting work
As a growing housing association, based in the heart of Exeter, we are looking for outstanding people with a passion for housing and the motivation to make a real difference to people’s lives.
We are seeking a Property Services Scheduler to join Cornerstone in our Property Services Team
You will be supporting the delivery of a high quality, customer focused and safety-compliant responsive repairs, voids and asset management service by leading the resource and work scheduling process. You will promote Cornerstone’s values and engage in a culture of high quality customer care, responding positively, kindly and with empathy to our broad range of customers.
As Property Services Scheduler your main tasks will be to

• Provide a highly efficient, effective and friendly customer service for Cornerstone Property Services Team, and provide administration support.
• To act as the internal contractor to Cornerstone with the customer service team as the client.
• Respond to a range of conflicting priorities in an efficient, professional and customer focused manner.

We are looking for someone who is committed to providing the best possible service, while treating people with respect, celebrating and valuing diversity, and promoting equality and inclusion. In return we offer a positive and supportive working environment with excellent opportunities for professional and personal development.
Overall aim : To work together to create places that people love to come home to by focusing on great places, great services, a great business and great people.
1. OVERALL AIMS OF THE JOB
1.1. Support the delivery of a high quality, customer focused and safety-compliant responsive repairs, voids and asset management service by leading the resource and work scheduling process.
1.2. Provide a highly efficient, effective and friendly customer service for Cornerstone Property Services Team, and provide administration support.
1.3. To act as the internal contractor to Cornerstone with the customer service team as the client.
1.4. Respond to a range of conflicting priorities in an efficient, professional and customer focused manner.
2. MAIN TASKS
2.1. Complete the accurate diagnosis and appointment of repairs in accordance with our policies and procedures. Ensure that work is effectively scheduled and available resource is optimised to greatest benefit.
2.2. Check that all jobs are completed or rescheduled at end of each day, ensuring all time slots are correct for the tasks required and set up appointments with customers.
2.3. Ensure all call back appointments are arranged to complete outstanding/defective work, rescheduling any follow on work reported by operatives from site.
2.4. Reschedule any ‘no access’ visits and notify colleagues where no access requires tenancy intervention.
2.5. Engage with operatives to ensure jobs are completed within allocated time slots and if necessary extend time slots to permit work to be completed. When required, reallocate jobs to other operatives.
2.6. Liaise with supervisors/managers where operatives miss appointments and obtain approval for variations requested by operatives on site.
2.7. Resource scheduling to ensure all operatives have a full day’s work, where possible. Reviewing and adjusting trade resource requirements with your supervisor.
2.8. Check at the start and end of the day that all jobs that have been raised, are correctly appointed and resourced, and that all outstanding jobs are completed or rescheduled.
2.9. Advise residents if operatives are running late and if necessary reschedule appointments at the resident’s convenience
2.10. Engage with colleagues to ensure that communication about all jobs is efficient and effective.
2.11. Collate information on key performance indicators and report on achievement against targets.
2.12. Provide feedback to internal colleagues (the client) daily and in a proactive and positive way, identifying areas for improvement.
2.13. Liaise with supervisors/managers regarding areas of contention; absence and performance.
2.14. Review with supervisor our monthly KPI performance to ensure that; appointments are kept, jobs completed right first time and jobs completed on time. Identify actions to improve performance.
2.15. Review with supervisor the efficiency and optimisation of resources and recommend any necessary adjustments.
2.16. Review start and finish post codes of operatives, and the time taken to complete individual jobs/work tasks.
2.17. Ensure that mobile working functions operate smoothly and electronic timesheets are monitored and processed accordingly, supporting operatives with guidance and training where required.
2.18. Ensure material orders are processed swiftly and relevant documents are passed for payment and processing. Scrutinise, challenge and process invoices and requests for payments.
2.19. Produce detailed performance and analysis reports identifying upcoming trends and patterns in volumes, expenditure and customer satisfaction.
2.20. Maintain existing housing and asset compliance systems & data bases to enable the delivery of a ‘right first time’ responsive repairs service and compliance with legislative and regulatory requirements.
2.21. Respond to customers in accordance with service standards and our values, proactively manage customer compliments, complaints and other feedback to identify areas for learning and improvement.
3. GENERAL
3.1. Promote Cornerstone’s vision and values in all that you do.
3.2. Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
3.3. Ensure that you are fully acquainted with and follow the law, regulation, policies and procedures as they relate to your post.
3.4. Ensure accurate records are kept on files and databases and that confidentiality and data protection requirements are adhered to.
3.5. Work to ensure the health and safety of customers and colleagues. Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
3.6. Treat customers and colleagues with respect ensuring people feel included and that diversity is valued. Observe and promote our Equality, Diversity & inclusion policies and procedures at all times.
3.7. Ensure Cornerstone’s financial procedures are followed.
3.8. Work efficiently and effectively with a focus on value for money.
3.9. Take ownership of your own professional development and complete training relevant to your role.
3.10. Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
3.11. Occasional after hours work may be required within the scope of the role.
3.12. Any other duties appropriate to your position as may be identified from time to time.
Basic eligibility

• Right to work within the United Kingdom.
• Satisfactory Basic DBS check
• Two references (one must be current or most recent employment)

Qualifications
Essential

• Good standard of GCSEs – A levels – Vocational qualification to NVQ 4/5 or equivalent demonstrable experience within a relevant or related field/ subject.
• Or relevant trade and housing/ construction industry experience demonstrable by interview and application.

Desirable

• Construction, Property or Housing Professional Qualification (NVQ Level 5) or equivalent related qualification.

Experience and knowledge
Essential

• Experience in, and commitment to providing excellent service to customers including the use of feedback to improve the level of service offered.

Desirable

• Knowledge of regulatory compliance subjects i.e. Gas, Electrical, Asbestos, Legionella, EPCs, LOLER etc.
• Experience within social housing sector or a responsive property related service role.
• Procurement and contract management experience

Relevant Skills and Ability
Essential

• Proficient in the use of I.T to include Microsoft packages, data bases, cloud based portals, scheduling systems, mobile working functions
• Ability to work autonomously and independently under own initiative with a complex workload and in a challenging environment with conflicting priorities.
• Present complex information and proposals appropriately to staff and service users at all levels.
• Analyse expenditure and other information and identify and present those in a structured manner.
• Work effectively with a diverse range of people.
• Develop and maintain good working relationships

Desirable

• Able to identify improvements and efficiencies.

Other Requirements

• Commitment to the successful delivery of Cornerstones business plan.
• Willingness to work flexibly outside normal working hours.

Why work for Cornerstone
We are looking for outstanding people with a passion for housing and the motivation to make a real difference to people’s lives. In return, we offer a supportive working environment with access to opportunities for learning and development, as well as an excellent benefits package.
Normal Hours of Work - The normal working week is 35 hours. Monday - Friday 9 am - 5pm
Salary - Up to £26,067 depending on experience
Holiday - The annual holiday entitlement is 26 working days per annum + 8 bank holidays.
We offer a broad range of benefits and support, including
Employee assistance programme

• Group Income Protection: covers 50% of your salary in the event you cannot work due to ill health.
• Yu Doctor – a free and unlimited 24/7 virtual GP service available to you, your children and partners.
• Yu Matter – a 24/7 clinician-led Employee Assistance Programme which offers access to clinical counselling, CBT, legal and financial information and life coaching sessions. This is free and available to you and your immediate family.
• Access to the Yu Life app, where you can get rewarded for walking, meditating and cycling, and receive vouchers from brands like Amazon, ASOS, M&S, Nike and many more.
• Discounts of up to 40% on brands such as Fitbit, Garmin, Virgin Experience Days and Thriva.
• Free will, and free trials on apps such as Calm, Fiit, Moneyhub, and Move GB.

Annual pay & benefits review
We listen to staff feedback and undertake an annual review of pay and benefits
Cycle to work scheme
Save on the cost of a new bike, reduce travelling costs and improve wellbeing! We have secure cycle storage and shower facilities at Cornerstone house.
Free eye tests
Free sight test available every two years
Flexible working
We pride ourselves on being a good employer, supportive of family and personal needs where we can accommodate this.
Social Benefits
Throughout the year we aim to organise, or support, a range of other events which could include a christmas party, staff away days, charity or social events.
Great colleagues & a great location
We offer a supportive working environment with friendly colleagues in our modern office, ideally located between the city centre and the quay, close to public transport links and cycle routes.
Volunteering days
Two ‘volunteering days’ each year, encouraging teamwork, wellbeing and community benefit.
Job Type: Full-time
Pay: Up to £26,067.00 per year
Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Cycle to work scheme
• Flexitime
• Free flu jabs
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Private dental insurance
• Sick pay

Schedule:

• Monday to Friday

Application question(s):

• Have you attached a cover letter explaining how you meet the job description and person specification requirements.
• Have you worked in a scheduling role before?
• This job is based at EX1 2UG, are you able to get to this location?

Work Location: In person
Reference ID: Property Services Scheduler