The Role
Due to continued successful growth, we have an excellent opportunity to join our Fortem team working on our contract with Orbit Housing as a Planning Coordinator. You will be responsible for planning and scheduling jobs for a team of tradespeople to deliver excellent customer service, maximize efficiency and productivity of the team, within a defined area. As Planning Coordinator, you will be striving for effective resolution of customer issues and positive relationships with the client contact centre, working in partnership, gaining effective use of repair slots and resource availability and aiming for the reduction of trades non-productive time and making recommendations and escalations to the Service Manager. This role is full-time office-based in Stratford Upon Avon, being Monday-Friday 8.00am-4.30pm.
Duties and Responsibilities
1. Promote a positive culture, values & behaviours ethos and right first-time approach using excellent customer services.
2. Responsible for forward planning of jobs to trades; maximising available working time and reducing failure.
3. Excellent resource management including maximising the use of multi-skilling and geographical locations, including batching of jobs.
4. Knowledge of trade capability and range of skills.
5. Reduce unallocated jobs.
6. Testing for tenant responsibility when the job is first raised.
7. Challenging follow-ons to increase first-time fix and ensuring work is managed correctly to completion.
8. Ensuring Impact Response Optimiser is used appropriately.
9. Work collaboratively with the customer service advisor and supervisor to ensure one team approach.
10. Lead on proactive customer contact to reduce avoidable contact and service failure.
11. Ensure all updates and progress associated with the live job are updated on the relevant system.
12. Management of engineer’s diary by updating appointment slots according to resources available.
13. Monitor trades communication with customers and PDA updates to ensure that the customer is updated at the end of the job regarding the job completed and any next steps before leaving the customers’ home.
What you will need
Essential criteria:
1. Excellent communication skills, verbal and written and IT skills.
2. Enjoys customer interaction with a common-sense approach.
3. Driven by achieving targets.
4. Ability to engage people and build strong working relationships with trades, colleagues, clients, and managers.
5. Good telephone manner - proven experience in managing enquiries from field-based colleagues/customer enquiries.
6. Ability to be diplomatic, problem-solving skills, analytical capability.
7. Ability to work well under pressure and be resilient.
8. Takes accountability and ownership for service delivery.
9. Ability to retain information in a fast-paced environment.
Desirable criteria:
1. Tactful with previous customer service or call centre experience.
2. Experience in social housing repairs and maintenance.
3. Trade experience for problem diagnosis.
4. Commercial awareness.
5. Team player - strong teamwork ethic and contribution to team objectives.
6. Self-starter with the confidence to stand by decisions.
7. Resilient, empathetic and adaptable to change.
Benefits
1. 25 days annual leave + bank holidays & your birthday off* (34 days total).
2. Pay review every year.
3. Eligible for annual company performance bonus.
4. 26 weeks full pay maternity leave.
5. 8 weeks full pay paternity leave.
6. Discounted gym memberships at national and local gyms.
7. Up to £3,000 colleague referral fee.
8. Vast directory of training on bespoke in-house Learning Management System.
9. Other benefits including private pension, life insurance, dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more.
Who we are
We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high-quality voids, planned installations, and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients, and customers. We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community. Please apply with your updated CV or contact us at the Recruitment team. #J-18808-Ljbffr