Key Information
* Salary: TBC
* Start Date: ASAP
* Working Hours: Mon - Fri, 8am - 5pm
* Line Manager: Bob Illsley
* Contract: Permanent, with 6 months of Probation period
Benefits
* Cycle To Work Scheme
* Pension Scheme
* Eye Care Vouchers
Role Overview
We have an excellent opportunity for a highly talented Senior Planner to join us here at East West Compass Limited. The company is part of East West Connect Limited and it has the long-term goal of providing reactive and planned maintenance services for social housing clients throughout London and the Southeast of England.
The role requires you to:
* Manage a team of planners/schedulers and the day-to-day activities of the reactive and/or planned repairs service to ensure that:
* The performance customer service targets are continuously met.
* Provide high quality, professional administrative support to the business.
* Work alongside the senior management team to maintain our service delivery and administrative systems.
* Provide the most efficient service delivery, delivering the highest levels of customer service while ensuring compliance with legislation and company procedures.
Skills and Knowledge
* You will have a Social Housing / Property Services background.
* Experience of working in a Repairs and Maintenance administration environment.
* Experience of managing a small team answering a high number of calls directly from customers and operatives.
* Work in a fast-paced high-pressured environment with the ability to remain calm under pressure and multitask.
* Outstanding communication skills both internally and externally, both verbally and written.
* The ability to effectively prioritize your workload and build relationships with key stakeholders.
* Excellent attention to detail.
* A proactive/can-do attitude to work.
* The ability to work on your own initiative and take full ownership of your role.
* Good Excel knowledge and ability to interpret and manage data.
* The ability to follow processes.
* Ability to pick up new processes in a fast-changing environment.
* Ability to motivate a team.
* Able to problem-solve and think quickly when presented with an issue.
Main Duties
* Manage all resource planning activities to ensure maximum efficiency.
* Enable K.P.I’s to be met weekly by ensuring all jobs and appointments are met.
* Check K.P.I performance weekly and analyze service failures to implement solutions.
* All reporting sent via business management are inspected and updated by yourself or your team promptly.
* As a Senior Planner, you will be responsible for the efficient and effective daily planning of reactive repair works across London.
* Check the operative’s daily workload daily. Spot check jobs to ensure they have been raised correctly and highlight and record any area of concern with the Service Manager.
* Review completed jobs and provide feedback regarding operative performance in line with planner’s feedback.
* Ensure there is a structured approach to planning in works for the operatives by the team of planners.
* Work with the service manager, review incoming call data and ensure the contact centre is staffed accordingly.
* Carry out regular 1-2-1 reviews with planners and effectively performance manage.
* Report any absences/lateness of engineers and planners to the Service Manager.
* Manage any exceptions; customer complaints both written and manager call backs and adjust workloads to deliver the most efficient service possible.
* Pick up call outs and overnight issues and ensure completion of jobs and relay updates to customers and the Service Manager.
* Manage call out rotas and weekend works, ensuring that East West Compass maintains a 24/7 service to our clients as required.
* Raise new calls in accordance with SLA’s.
* Work with the team to identify out of scope works and drive through the correct operational and commercial processes.
* Understand specialist works processes and assign subcontractors and provide confirmation of their attendance to site.
* Ensure all job updates are relayed clearly back to the customer, through liaison with operatives.
* Make sure the planning team records clear updates on the Job management system.
* Review WIP and follow-ups on a regular basis as discussed with management.
* Review any planned works streams and look for efficiencies with planning in/attending properties.
* Ensure the planning team answers switchboard calls and responds to general queries in a timely and professional manner, also helping answer calls during busy periods in the mornings & afternoons.
* Provide administrative and/or phone cover during absences and break periods.
* Review and check all mailboxes regularly throughout the day and ensure all emails are responded to in a timely and professional manner against SLA’s of 48 hours.
* Chase parts orders daily and ensure prompt delivery of parts for works. Escalate any concerns to the relevant supervisors. Work with the stores and supervisors to monitor returned goods by operatives and ensure jobs have notes about materials updated/credits are requested for jobs no longer being worked on.
* Ensure customer satisfaction is high and internal dashboards/reports drive efficiency in the planning of work.
* Provide a daily handover to out-of-hours teams of any emergency jobs not attended throughout the day.
* Attend meetings as requested with the Service and/or Contract Manager to review active jobs and any issues affecting operational efficiency.
* Support engineering supervisors and contract managers with various engineer & H&S Audits.
* Understand and assist with the gas servicing and voids processes to be able to step in and support these teams where necessary.
* Work with the commercial team to identify any improvements within the planning team that could improve out of scope capture or improve processes.
* Input into further IT developments required to improve service delivery.
* Train, mentor and motivate individuals.
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