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We are seeking to appoint an experienced and committed Planning Team Leader to lead the delivery of a high-quality repairs planning service within Housing Maintenance.

The successful candidate will be responsible for managing a team of staff providing a responsive and customer-focused service to tenants across the borough, ensuring operational effectiveness and continuous service improvement.

Key Responsibilities

To lead, manage and develop a team of planners delivering frontline housing services
To ensure appropriate staffing levels through the effective management of rotas to support service delivery
To monitor and report on team and individual performance, setting clear objectives and driving improvement
To support the delivery of a professional and efficient customer service function
To contribute to service development, including the implementation of new processes and systems
To work collaboratively with colleagues across Housing & Assets to support operational delivery and best practice
To manage employee relations matters including absence, performance, disciplinary and recruitment processes
To deal with complex or escalated customer enquiries where required

About You

You will demonstrate:

Significant experience of working in a contact centre environment, ideally within social housing or the public sector
Proven experience of first line management, including leading and developing teams
Experience of delivering high-quality, customer-focused frontline services
Experience of training, coaching and supporting staff development
Strong organisational, communication and problem-solving skills

You will also have:

Knowledge of relevant IT and workforce management systems (e.g. Northgate, Kirona desirable)
An understanding of equality, diversity and inclusion

Qualifications

A relevant qualification (NVQ Level 4 / HNC or equivalent) in customer service, leadership or staff development, or willingness to work towards

Additional Information

The post holder will be required to work flexibly to meet service needs and may be required to travel across the borough.

For further information or an informal discussion, please contact graham.bishop@dudley.gov.uk.

Workplace Attendance: Onsite full time

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

All applicants must be able to provide documentation to prove their right to work in the UK.

Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK.

If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or acl@dudley.gov.uk who can support with Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so.

The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications

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