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About Lampton Services

Lampton Services are an awarding winning business, providing a range of services, commissioned by LBH, for residents in the borough. From collecting recycling and waste, to maintaining parks, repairing and upgrading homes to managing allotments, Lampton Services is at the heart of the Hounslow community working every day to make it a great place to live.

Why join Lampton Services?

£31,000
We are LLW and NJC employer - yearly pay and condition reviews
24 days holiday allowance, plus bank holidays - an additional day per year for each completed years’ service, up to five years
Free gym membership
Enhanced Maternity and Paternity leave and Pension Scheme  
Exclusive Discounts - save with Lampton Rewards and EE mobile offers
Refer a Friend Scheme - earn up to £250 for each new employee referred
Staff wellbeing perks - online GP access, EAP, health testing, flu Jabs, and eye care vouchers
Sustainability Perks - cycle to work and electric car salary sacrifice scheme
Career Growth – CPD training, structured development, and leadership opportunities 

About the Job

Undertake the work Planning function for a group of maintenance operatives utilising a range of IT systems to ensure that all appointed jobs are carried out on time and that there is effective communications with customers. 

Carry out other administrative and data handling functions as instructed by your line manager including updating all systems information, addressing queries from other departments. The post holder may be required to work in any admin capacity within the Residential Services umbrella ensuring that the directorate works as one entity.

Key Responsibilities include:

To work with key stakeholders in improving service quality and promoting creative and innovative ways of tackling local problems, ensuring services are delivered to meet the needs of our communities and are accessible to all users.  

To work with other officers/departments to ensure services are integrated at the point of delivery and at a strategic and or operational planning level and to identify new opportunities for business efficiencies.  

To adhere to the Council’s Staff and Customer Charters. Functional  

Utilise with a high degree of skill, the IT systems that create new jobs, manage all workers’ diaries and schedule appointments, and hold key workforce information (e.g. sickness, training, and other non-productive time).  

Implement dynamic work scheduling, using the IT systems, both planning workforce activity in advance (making changes as required to facilitate 100% performance on the day) and during 2/4 the working day. During the working day, ensure every worker has and can complete a full workload, reallocating work as required and integrating emergency jobs as reported. 

Ensure active communications with the field workers so that any unplanned occurrences are addressed immediately avoiding needless appointment failures and unproductive time.  

In any cases where unplanned disruption occurs and puts at risk either meeting appointments or workforce productivity, identify the risk as early as possible, and take action to address it (including where required bringing it to the attention of the supervisor and implementing the decisions). Minimise any possible failure to meet a scheduled appointment.  

Provide a high standard of customer care in handling all communications and enquiries, both with tenants and leaseholders and with the Customer Service Centre.  

Initiate calls to tenants / leaseholders if it becomes essential to reschedule are pair at the earliest possible time (either bringing forward or delaying a job) and to check on the status of jobs being undertaken including the customer’s view of the work. 

Arrange follow on work for multi-trade jobs ensuring the tenant is consulted about the appointment and the duration is clear  

If jobs are referred as emergencies but appear to merit a lower priority, ensure feedback is given to the originator of the order to improve prioritisation in the future. 

Follow up on any ‘out of hours’ emergencies to ensure work completion information is properly recorded and necessarily follow up work arranged.  

Assist with the management of maintenance officers’ diaries to ensure effective use of time for pre inspection work. 

Experience and Qualifications required

Good sound educational background with strong Repairs systems understanding 
Excellent Microsoft Excel and Power Point experience 

Previous Experience and Skills Required:

Self-sufficient, motivated with drive and determination 
Ability to communicate effectively with a positive approach to solving daily work challenges
Ability to deal sympathetically with tenants and leaseholders in course of daily duties
Able to use judgement and discretion.
Able to work on own initiative or part of team /take responsibility. 
Demonstrates high levels of energy and commitment
Significant experience of a high-profile customer services role within a social housing repairs environment. 
Ability to manage all aspects of a customer focused team, including supporting,
developing and motivating staff, budgetary control, and planning services.
Experience of managing Scheduling teams
Scheduling Tools and systems 

Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply. 

Diversity, equity and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process