Overview
Due to continued growth, we have newly created Reporting & Planning Coordinator role, based at our Redditch site on a permanent basis. You will assist the Reporting & Planning Manager in pro-actively managing work orders which are aged, running out of SLA, awaiting parts, hire, permits, two man and accepted quotes mitigating the risk of failure. Working 5 days out of 7 in a week with work window between 7am and 7pm.
Responsibilities
1. Support Manager to monitor all work orders to ensure they are on track to meet the agreed SLAs.
2. Identify work orders that are at risk of failing to meet SLA requirements and take immediate action to address potential issues.
3. Manage work orders requiring parts and ensuring these are completed within SLA parameters or being escalated appropriately.
4. Identifying process gaps to drive performance with work order management, addressing oldest work orders or work orders which have had excessive ETA moves and managing through to completion.
5. Collaborate with engineering teams, dispatch, and other stakeholders to implement corrective actions to mitigate risks.
6. Act as the central point of contact for complex work orders, ensuring clear communication between teams.
7. Liaise with customer service teams to communicate any potential delays to customers and manage expectations.
8. Provide support to team members on best practices for work order management.
9. Attend meetings with key stakeholders to support analysis and findings.
Skills required
1. Knowledge of field-based planning & scheduling operations is preferable including good knowledge of CAFM, and customer service best practices.
2. Understanding and experience of the retail industry desirable.
3. Problem-Solving: Capable of quickly identifying issues and developing effective solutions.
4. Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
5. Attention to Detail: High level of accuracy and attention to detail in monitoring SLAs and managing risks.
6. IT literate with experience of MS Office applications i.e. Word and Excel.
7. Excellent administration and time management skills.
8. Ability to work under pressure and meet tight deadlines.
9. Process management & continuous improvement ethos.
10. Relationship management - team working / collaborative.
Qualifications
You’ll be a confident, self-motivated, empathetic individual with strong communication skills. You’ll be detail conscious with a strong focus on achieving a high level of customer service. You’ll be capable of handling sensitive and confidential information capturing this onto multiple IT systems whilst working with conflicting deadlines. This is a 40-hour per week role, working 7am – 7pm across 7 days, therefore flexibility is required. For this role you’ll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!
In return for your hard work we would offer you:
1. Salary: £28,938 per annum, depending on experience.
2. Up to 4% discretionary bonus scheme, subject to achievement of targets.
3. 25 days annual leave + Bank Holidays.
4. Generous contributory pension scheme of matched contributions between 5% and 6%.
5. Life Assurance.
6. Learning & Development opportunities.
7. Funded Training Sponsorship Scheme.
8. Cycle to Work Scheme.
9. Healthshield Scheme.
At Arcus we are passionate about individual development which is why we are proud to offer industry leading Learning & Development opportunities to all our staff across our organisation. To be considered for this position please submit your application via the 'apply' button.
Requisition ID
2024-6253
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