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Customer Service Planner Opportunities
4 months ago
We are looking to recruit two Customer Service Planners to join our team in Waltham Forest (E4 8TD), based at our Osprey House Hub.
About the Role
Joining our team, you’ll be responsible for high volumes of calls liaising with clients, sub-contractors, suppliers, and supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given. You will excel in dealing with residents as part of our back-office using a range of communication methods including telephony and email.
Using our MSi system, you’ll actively schedule available operatives and subcontractors to jobs, discuss complex repairs, demanding customers and those who have suffered service failure, where your role is to instil the customers confidence.
About You
Candidates will have the following:
- Social Housing and Repair and Maintenance background.
- Proven experience in scheduling/planning Disrepairs, Voids or Complex works.
- Competent in communicating with direct operatives, subcontractors and residents.
- Experience taking ownership and responsibility for identifying the customer’s needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions.
- Ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet).
- Ability to deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction.
- Ability to oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work.
- Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations.
- Basic building maintenance knowledge e.g. duration required to undertake a variety of maintenance tasks.
- Planning knowledge of what works can be sequenced or can be undertaken concurrently.
- Ability to prioritise works and ensure works-in-progress jobs are within target and appointed where practicable.
- Good level of written English, competent computer skills and the ability to project manage.
- Good communication skills e.g. ability to communicate with different stakeholders at different levels
- Passionate about service delivery and customer satisfaction.
Benefits
- 26 Days Holiday & Bank Hols
- Enhanced Pension Plan
- Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Work Perks Discounts & Vouchers
- Buy & Sell Holiday
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
- Learning & Development Opportunities
- Extensive Wellbeing Support, including EAP
- Loyalty & Values Awards
- Funded Professional Subscription
- Eye Care Vouchers
About Us
Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.
With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.
Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.
MSPS are proud to support the resettlement of armed forces personnel
Please refer to full job description upon completing your application.
We shortlist and interview for our roles throughout the duration of the advert. Therefore, we would encourage you to submit your application as soon as possible to avoid disappointment. We reserve the right to close any of our adverts prior to the stated closing date should we have a high volume of appropriate candidates.
