Overview

Planner / Scheduler

Planner / Scheduler

£22,500 – £24,500 + Package

Epping

Ouline of the role:

To support the operational delivery and provide high quality customer service support, ensuring that operatives are productive and working efficiently.

Duties within the role:

* Allocating works while providing high levels of communication with customers, operatives, call centre staff and sub-contractors.

* Monitor progress and completion of works using Connect, our in-house system, in line with performance requirements and to improve Right First Time repairs.

* Liaising with operatives when follow-on issues are raised to ensure availability is maintained in conjunction with Supervisors and Managers.

* Scheduling and maintaining appointments for gas servicing and heating breakdowns in line with response times.

* Working closely to support our material suppliers with ordering and deliveries, to ensure that time periods are minimised for customers.

* Co-ordinate repairs activity to maximise productivity and drive efficiency by minimising travel distances between repairs.

* Maintain accurate updates and information on systems.

* To provide cover for the Customer Service Centre and support across the Operations Team during planned and ad-hoc absences and at times of high workload.

* To ensure targets are achieved and any concerns or ideas are raised where performance could be improved.

* To support the Customer Experience Assistant in gathering evidence for complaints, insurance claims, disrepair claims or similar.

* Collating data, preparing invoices for payment and liaising with the Finance Team.

* To represent us professionally in meetings and forums.

* To undertake flexible working patterns as required to provide effective, customer-focussed services.

Experience:

* Experience of working within a target driven environment.

* Experience of dealing with challenging situations.

* Previous experience of offering high levels of customer service and dealing with feedback from customers over the phone, in writing and in person.

* General maintenance and repairs knowledge advantageous, but not essential.

* Good communication and interpersonal skills with a strong customer focus.

* To maintain an effective and professional approach at all times.

* Work collaboratively with colleagues, other staff, customers and partners to provide efficient and effective services.

* Ability to problem solve, balancing customer needs with targets and constraints.

* Strong planning and organisational skills.

* Provide advice and guidance to customers.

* Manage and prioritise own workload to take account of conflicting and changing demands and to meet agreed deadlines.

* Good knowledge of ICT systems, including software packages such as Microsoft Excel, Word etc.

If you would like to find out more then please reply with with your CV.

Planner / Scheduler

£22,500 – £24,500 + Package

Epping

Holiday, Pension etc