Job Title: Resource Planner
Location: Loughton (IG10)
Salary: £26,000-£29,000 per annum (DEPENDS ON EXPERIENCE)
Sector: Social Housing Maintenance
You will also receive other benefits including:
- Opportunity to earn a performance related cash bonus of up 15% of salary
- Pension scheme contributions set at 7% of salary
- Life Insurance cover at 4 x your annual salary
- Private healthcare
- 25 days a year holiday, plus bank holidays
Your key responsibilities will include:
- Allocating works while providing high levels of communication with customers, operatives, customer service centre staff, suppliers, 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 and Customer Experience
- Close monitoring of the WIP, reducing wait times for customers, answering queries with suppliers and obtaining completion dates from contractors while ensuring communication with customers is paramount
- 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, heating breakdowns, gas installations and electrical testing 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 the Connect system
- 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
Required knowledge and skills:
- 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
Required qualifications and experience:
- Relevant or equivalent experience in a planning team or customer service setting.
GCSE or equivalent in Maths & English - Demonstrate a good understanding of safeguarding issues commensurate with the role
- 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
Your team:
You will join a team where you will feel supported, trusted, and appreciated. Our existing team have a wide-ranging background and knowledge but most importantly, appreciate the unique skills and passions that each co-worker brings to the team.
If you feel this Resource Planner position is of interest to you, please either apply for the position directly or call Natasha on #removed#. please send cv directly
