Job Purpose −

To deliver a frontline repair & maintenance service that promotes a positive image of the Company, meeting our exacting business and client requirements, and demonstrating excellent customer care.

Duties −

To advise on the status, undertake and complete issued general maintenance reactive repairs, void works and planned maintenance tasks, whilst operating safely giving all due consideration to self, other staff, clients and members of the public.

− To ensure that all procedures and reporting requirements are adhered to and delivered accurately and on time, e.g. H&S requirements, job records, timesheets, daily van inspection, impress van stock material management, mileage returns, risk assessments and method statements in line with requirements.

− To report accidents and near misses in accordance with Rydon processes and procedures

− To maintain a clean and tidy van and ensure appropriate stock and PPE is kept on the vehicle, reporting materials used

− To use the handheld PDA to receive jobs, complete risk assessments, and close jobs in real time and in compliance with Rydon Management Operating System.

− To build effective working relationships with the scheduling team keeping them informed to maximise efficiency of service delivery, ensure appointments are kept and repairs completed within target timescales

− To identify and report issues that affect service delivery to support continuous improvement

− To ensure all communications are responded to appropriately and within the agreed deadlines and targets.

− To demonstrate flexibility in working approaches including extended hours, call out service, CSR requirements and waste management procedures where necessary.

− Attend toolbox talks and 1-1s

− Monthly audit on uniform

− Be the Rydon face of the service we provide − Provide maximum customer satisfaction and service to our clients.

− Explain the works to be done to the client and the works that have been done when complete when requested

− Explain any follow on works to the client when requested.

Competencies Commercial Awareness Understands commercial issues and how they apply to their own job:

− Recognises the cost implications of their own actions

− Understands the requirements of the contract / project

− Understand basic financial information required for their role

− Knows when to refer information and decisions upwards

− Recognises the importance of timely and accurate reporting Results Orientation Positive and committed to completing tasks:

− Willing, helpful and positive approach to work

− Is committed to fulfilling the requirements of their job

− Sticks to a task and does not give up at the first sign of trouble

− Enthusiastic to get things done Business Awareness Understands Company standards and complies with them:

− Knows Company policies and standards.

Follows procedures relating to own job −

Understanding legislation and Company rules applying to own job − Understands the aims and objectives of their business area − Is aware of the operations of other divisions/departments − Responds promptly to requests for information about their business division Improving the

Business Recognises the need and puts into action agreed changes and improvements:

− Willing adopts revised working methods procedures and systems − Constructively challenges established ways of doing things − Shares information on new ideas − Applies a practical approach to problem solving Organising Work and Time Reliable and focused on day to day delivery: − Consistently delivers work to the required standards − Priorities own workload and achieves deadlines − Knows when to refer upwards when workload exceeds time constraints Leadership Reliable and self-motivated: − Can be relied upon to carry out requests for actions − Uses initiative to fulfil the requirements of the role − Behaves in a way that is visibly supportive of Company values and vision − Maintains enthusiasm and commitment People Development Proactive about learning and development: − Freely passes on skills and knowledge to others − Helps new team members to learn the job − Learns from the experiences of self and others

Takes responsibility for ensuring own learning Knowledge of Own Specialism Learns and applies relevant knowledge in own job:

− Has a detailed understanding of the knowledge required for their own job − Can accurately and reliably produce work of the required standard − Can provide information for others relating to own job responsibilities − Understand when contributions of other specialists are required

Customer Focus Dealing positively and proactively with customers: − Treats customers with respect in a positive and non-confrontational way − Listens to and responds to customers known or perceived needs and seeks direction where appropriate − Follows customers procedures and standards as contained within the contract − Presents a positive appearance and image to the customer

Working with Others Maintains good relationships with colleagues and other business contacts:

− Participates willingly in team activities − Identifies personally with the team or teams to which they belong − Listens to and appreciates others' points of view − Takes the initiative to help out in a crisis

Communications Communicates effectively for the requirements of their job:

− Listen to what others have to say and respects their views − Understands instructions or seeks clarification − Communicates constructively in a polite and acceptable manner Performance Indicators − Operative and vehicle audit results − Utilisation, Effectiveness and Productivity measures − First and/or Right First Time Fix Rate − H&S Site Audits − Customer Satisfaction levels − Post-Inspection results − Appointments Kept − Void turnaround performance (where appropriate)

Essential Knowledge, Skills & Experience

− Relevant trade qualifications e.g. NVQ/City and Guilds − Proven multi-trade experience − Proven repair and maintenance skills and/or previous experience within reactive repairs or planned maintenance environment − UK Driving Licence − Appropriate level of competency, CSCS and/or equivalent trade body − H&S qualifications e.g Working at Height, Asbestos Awareness, Manual Handling − Good customer service skills − Good interpersonal skills − Good communication skills, both written and verba