Resource Planner

Do you love to collaborate and help businesses thrive? At Qualis as a **Resource Planner **you will 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.

This exciting opportunity will be based in Loughton, Essex. You will join us on a full-time basis in return for a salary between** £22,500 - £24,500 **per annum plus other benefits. Salary will reflect your skills and knowledge.

**Your role and responsibilities**:

- Allocating works while providing high levels of communication with customers, operatives, call centre staff and sub-contractors
- Producing appointment letters for heating programme works for customers
- Overseeing programme updates to ensure all works have correct status through to satisfactory completion
- Monitor progress and completion of works using Connect, our in-house system, in line with performance requirements and to improve Right First Time repairs
- Liaising with operatives when follow-on issues are raised to ensure availability is maintained in conjunction with Supervisors and Managers
- Assisting with scheduling and maintaining appointments for gas servicing and heating breakdowns 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 activity to maximise productivity and drive efficiency by minimising travel distances between repairs
- Maintain accurate updates and information on the Connect system. This also includes other admin duties such as collating data, preparing invoices for payment and liaising with the Finance Team
- 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
- To represent us professionally in meetings and forums
- To undertake flexible working patterns as required to provide effective, customer-focussed services
- Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained

**What you will bring to the team**:
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

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.