We currently have an exciting opportunity available for a Resource Planner - Gas Install to join our growing team based in Loughton, Essex.
The purpose of the role:
To support the operational delivery within Qualis Management and provide high quality customer service support, ensuring that operatives are productive and working efficiently. Taking the operational lead for the annual Heating Install Programme.
Remuneration:
The salary: The ideal candidate will join us on a full-time basis in return for a salary between £25,400 - £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:
1. Allocating works while providing high levels of communication with customers, operatives, call centre staff and sub-contractors.
2. Producing appointment letters for heating programme works for customers.
3. Overseeing programme updates to ensure all works have correct status through to satisfactory completion.
4. Monitor progress and completion of works using Connect, our in-house system, in line with performance requirements and to improve Right First Time repairs.
5. Liaising with operatives and contractors when follow-on issues are raised to ensure availability is maintained in conjunction with Supervisors and Managers.
6. Assisting with scheduling and maintaining appointments for gas servicing and heating breakdowns in line with response times.
7. Provide assistance to the Responsive Repairs team to allocate reactive works.
8. Working closely to support our material suppliers with ordering and deliveries, to ensure that time periods are minimised for customers.
9. Co-ordinate activity to maximise productivity and drive efficiency by minimising travel distances between repairs.
10. Maintain accurate updates and information on the Connect system.
11. 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.
12. To ensure targets are achieved and any concerns or ideas are raised where performance could be improved.
13. To support the Customer Experience Assistant in gathering evidence for complaints, insurance claims, disrepair claims or similar.
14. Collating data, preparing invoices for payment and liaising with the Finance Team.
15. To represent us professionally in meetings and forums.
16. To undertake flexible working patterns as required to provide effective, customer-focused services.
Corporate:
Ensure our customer service and delivery is excellent and continually improves.
Take responsibility for ensuring that our decisions and policies are implemented.
Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained.
Participate in projects to achieve the most effective services possible for the community, partners, and the organisation.
Duties and responsibilities should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other reasonably determined duties and responsibilities, commensurate with the grading of the post, without changing the general character of the post.
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.
* General administration experience to manage email inboxes, sending letters and making calls.
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