Responsibilities

• Own the day to day delivery of all Plentific Services work orders, taking whatever action is needed on and off the platform to keep each job moving to completion
• Accept incoming job leads from clients, making sure the information and documents we need are in place before work starts and raising anything missing back to the client
• Set each work order up correctly on the platform so it reaches the right subcontractor ready to be delivered
• Manage delivery against the agreed service levels, tracking booking and completion times and escalating jobs at risk while there is still time to recover them
• Resolve day to day issues with clients and contractors, from access and contact problems through to queries on the quality of what has been delivered, seeing each one through to closure
• Report on work order status daily, weekly and monthly, and flag the trends worth acting on
• Support the commercial cycle, tracking client invoicing on completed work and raising the requests that trigger contractor payment
• Act as the operational point of contact for clients and contractors, working with the named contacts on both sides to answer enquiries and keep relationships strong
• Manage all the above across multiple clients and multiple contractors at the same time
• Help improve how the service runs as volumes grow, so delivery scales beyond manual follow-up

Skills

• Organised under volume, able to hold a large queue of live jobs and know which ones matter today
• Confident and persistent in chasing clients and contractors without damaging the relationship
• Excellent communication and interpersonal skills, written and spoken
• Comfortable in a job management or field service platform, and quick to learn a new one
• Strong attention to detail, particularly where an error would reach the client
• Ability to analyse data and make data-driven decisions
• Resilient and able to cope with a fast growing, scale up culture where every day is different
• Works with a high degree of autonomy and copes well under pressure
• Able to deal with a client and contractor base, understanding different working practices on both sides
• Great team spirit, a can do attitude and the ability to turn a challenge into an opportunity

Experience and Qualifications

• Minimum 2-4 years of experience in a repairs, voids, compliance or contractor operations role, gained at a housing association, a local authority, an ALMO or a contractor delivering to them
• Proven experience of working to service levels on live jobs, and first-hand knowledge of what goes wrong in the field
• Experience of managing work orders through a job management, field service or contractor management platform
• Some experience of dealing with contractors and trade industry knowledge
• Desirable: experience of inspections or surveys, for example stock condition, void checks, damp and mould, post-disrepair or fire risk
• Desirable: exposure to contractor invoicing, payment approvals or purchase orders
• Desirable: an understanding of the regulatory pressure our clients are under, including Awaab’s Law and the Building Safety Act

Benefits

We offer:

• A competitive compensation package
• 25 days annual holiday, plus one additional day for every year served, up to a maximum of 5 additional days
• Flexible working environment, including the option to work abroad
• Private healthcare for you and your immediate family, with discounted gym membership and access to optical, dental, and private GP services
• Enhanced parental leave
• Life insurance at 4× salary
• Employee assistance programme
• Company volunteering day and charity salary-sacrifice scheme
• Learning management system powered by Udemy
• Referral bonus and charity donation when someone you introduce joins the company
• Season ticket loan, Cycle to Work, electric vehicle, and Techscheme programmes
• Pension scheme
• Company-sponsored lunches, dinners, and social gatherings
• Fully stocked kitchen with drinks, snacks, fruit, and breakfast cereals