We currently have an exciting opportunity available for a Resource Planner to join our growing team based in Loughton, Essex on a 6-month fixed term contract with the possibility of becoming permanent.
The purpose of the role:
To support the operational delivery within Qualis Property Solutions and provide high-quality customer service support, ensuring that operatives are productive and working efficiently.
Remuneration:
The salary: The ideal candidate will join us on a full-time basis in return for a salary between £25,000 to £30,000 per annum. Exact salary will reflect your experience and skill set.
You will also receive other benefits including:
* Opportunity to earn a performance-related cash bonus of up to 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-focused 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.
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