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A week in the life of… a scheduling team leader
Keeping things running smoothly is all in a day’s work for Ahmed Adan, the scheduling team leader for the repairs team at Plus Dane Housing
Monday
Mondays are probably the busiest day of the week for our team, as we usually take around 200 calls from trades staff, customers and the customer access team (CAT). It’s also generally our busiest day for receiving keys from terminated tenancies, and arranging follow-up repairs for out-of-hours visits we’ve done over the weekend.
I make sure all follow-up visits from the weekend’s call-outs are logged and appointed with our customers, and check we are meeting our objectives to attend emergencies on time and make sure properties are safe once a tenant has moved out. A customer’s boiler has broken down overnight, so we make arrangements for someone to get out to them.
Tuesday
Tuesday is the day of choice for our team meetings as it tends to be the day we have a full team in. I currently manage 13 scheduler and repairs assistants. Our meetings are all held on Microsoft Teams with everyone working from home. On the agenda will be performance updates, upcoming changes, feedback, planning and discussions about resolving issues.
We like to finish our meetings on a light-hearted note and talk about how everyone is doing and what TV shows they’re watching.
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Wednesday
I spend some time on our job queues, making sure everything is running smoothly and we are meeting targets on our urgent repairs, and planning ahead to make sure we have the resources to meet our objectives in the coming weeks.
An unexpected emergency call comes in from a customer who is locked out of their house, so I arrange to get an operative out to them as soon as possible.
Thursday
We have an operations meeting each Thursday, attended by our repairs team including all managers, heads of service and our director.
Items on the agenda could include discussions about how we can continue to deliver services in a COVID-safe way, health and safety, finance, and plans to move to a new system for repairs.
During the pandemic, I have been working in the office, which has meant I have taken on extra responsibilities to make sure we can continue to deliver the essential services our customers rely on, especially the most vulnerable.
Friday
On Friday mornings, I plan for the following week by finalising my team rota. I see if any holiday cover needs to be put in place for staff on annual leave, and allocate time for back-office duties such as invoicing, responding to emails, scheduling, gas servicing or electrical testing, and follow-on works.
I will also make sure we have adequate phone cover to answer any queries from our trades, repairs team leaders, customers and CAT.
A week in the life series
Our ‘A week in the life’ series features housing professionals talking through what they do in their job on a day-to-day basis.
Find out about the different challenges housing workers in a variety of roles face in a given week.
We aim to feature staff from housing associations, ALMOs, local authorities and more.
Click here to nominate yourself or a colleague for inclusion
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