Investing in our people
We have invested in recruiting an experienced and stable workforce who understand the environments we operate in, implemented effective management controls including proven processes and procedures, and developed an experienced management team led by our Managing Director Fiona Senior.
Senior management team
Fiona Senior – Doug’s daughter Fiona joined DMS in 2003, bringing extensive experience of operational and business management having previously led a team of over 150 staff. As Managing Director Fiona has responsibility for the overall strategic direction of the business, together with operational performance, client and customer relationships, as well creating an environment for the business to grow.
Fiona Senior
MANAGING DIRECTOR
Paul Sutton
SENIOR CONTRACTS MANAGER & HEAD SURVEYOR
Phil Long
SENIOR OPERATIONS MANAGER
Dave Perrett
CONTRACTS & TENDERS MANAGER
Kevin Heath
PROJECT / HEALTH &
SAFETY MANAGER
Management / Office team
Adam Jarvis
CONTRACTS MANAGER
Lisa Pinner
FINANCE CLERK
Rachel Wilsdon
ADMINISTRATIVE SUPERVISOR
Andrew Hodkinson
OPERATIONS & FLEET MANAGER
Lucy Talbot
CONTRACTS MANAGER
Bluebell Belton
CUSTOMER SERVICE ADMINISTRATOR
Lee Brewer
EAST KENT & SUSSEX MANAGER
Lee Sparks
NORTH KENT MANAGER
Ruby Long
CUSTOMER SERVICE ADMINISTRATOR
Sarah Reardon
CUSTOMER SERVICE ADMINISTRATOR
John Breach
PURCHASING OFFICER
Gary Lyon
SENIOR ESTIMATOR
Team delivery
Managers
Our dedicated teams include experienced senior managers, surveyors and supervisors who ensure work is progressing to schedule and in compliance with the relevant health and safety standards.
Customer Care
Our dedicated Resident Liaison Officers (RLO) act as a primary point of contact for residents, addressing any concerns, coordinating access to properties, and ensuring that works are completed with minimal disruption to their daily lives.
Contact Centre & Administrators
Our Contact Centre and administrative teams are at the heart of our service delivery and the main communication link to our teams and customers. Supporting our frontline inhouse delivery teams.
Frontline tradespeople & operatives
We employ inhouse all the key trades required to successfully deliver our services recruiting from within the communities we serve and are proud of our high levels of staff retention.
Customer Care
We recognise for our clients we are the face of the organisation. We understand that customer service is the smooth and efficient delivery of a repair from its initial reporting through to completion and how you feel throughout the process, from being greeted when reporting a repair, the behaviour and respect of the operatives when working in your home, how you are kept informed throughout the process and how you feel once all the works have been completed.
Simpro management software
We have invested significantly in our IT management system Simpro. This operates as the heart of our service delivery giving full visibility from initial request, booking the works, allocating the resources and managing and recording through to completion. This also allows us to report against our client’s key performance indicators.
- Clients have direct access for real time updates, quotes, variations, invoices and statements
- Able to add notes to jobs / send messages to our team, authorise quotes, vo’s, invoices and view statements
- Operatives have real time updates should we add anything to the system on the day of works
- Operatives have access to all photos, specifications, sor descriptions, nearest suppliers, etc
- Vast reporting, providing us with unique access for all bespoke
- We are able to tailor the system to our business and clients requirements
- Links with client systems to auto update preventing duplicate time
Contact Centre
Our Contact Centre and administrative teams are at the heart of our service delivery and the main communication link to our teams and customers. Its role is to manage requests including:
- Handles tenant enquiries and repair requests – logging jobs accurately with full details, priority, and location, providing a key point of contact for updates
- Scheduling and managing the work – booking appointments on our management system Simpro with our inhouse operatives via PDAs based on skills, availability, and geography to meet service level agreements (SLAs)
- Acting as the communication link – Keeping tenants and clients informed about appointment times, progress and updates
- Tracking job progress and completion – Monitors repairs from first contact through to completion and updating our management system
- Compliance and reporting – Records data for audit, compliance, and KPI reporting such as response times, first-time fix rates The works are scheduled and allocated by our Contact Centre team to our operatives via PDAs and the team are fully conversant with the principles around response priorities, follow on visits, variation requests and the use of SoRs to value the works. In short: The contact centre is the operational “front door” of the repairs service responsible for capturing requests, prioritising work, coordinating delivery, and keeping tenants and clients informed while ensuring contractual and regulatory performance is met.
In short…
The contact centre is the operational “front door” of the repairs service responsible for capturing requests, prioritising work, coordinating delivery, and keeping tenants and clients informed while ensuring contractual and regulatory performance is met.