Planned Maintenance Coordinator

6 months ago

Loughton, United Kingdom Qualis Group Limited Full time

We currently have an exciting opportunity available for a Planned Maintenance Coordinator (Customer Facing) to join our growing team based in Loughton, Essex.

**The purpose of the role**:
To support the operations teams and proactively engage with customers and colleagues to provide a first-class customer experience throughout our planned works activities, via a highly visible service.

**Remuneration**:
You will also receive other benefits including:

- Opportunity to earn a performance related cash bonus of up 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. To be the first point of contact for customers and provide high levels of service throughout the planned works process.

2. To visit customers and talk through the customer journey to include agreeing customer choices / options before works commence.

3. Work closely with the Contract Co-ordinators to provide a seamless service.

4. Provide a face-to-face service for customers in their homes on a daily basis.

5. To provide assistance for vulnerable customers with packing up items.

6. Act as a point of contact for any aftercare issues.

7. To ensure customer compliments are logged correctly and acknowledged where appropriate.

8. Directly contact customers to ensure ‘grumbles’ are fully acknowledged and dealt with effectively, reducing the need for formal complaints alongside the Customer Insight Assistant.

9. To encourage customers to fill in feedback via our digital channels and support more vulnerable customers through this process.

10. To facilitate customer focus groups and workshops.

11. To represent us professionally in meetings and forums.

12. To undertake flexible working patterns as required to provide effective, customer-focussed services.

13. To provide administration cover for the voids and planned team and general cover on the phones as required.

14. To demonstrate our core values of working as one team, taking personal ownership, thinking commercially and being customer focused.

**Corporate**

Ensure our customer service and delivery is excellent and continually improves.

Ensure that our instruction 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 should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other duties, commensurate with the grading of the post, without changing the general character of the post.

**Experience**:

- Previous experience of working in a customer-focussed environment.
- Experience of managing customers and their expectation through planned maintenance works such as kitchen and bathroom replacements in their homes.
- Previous experience of dealing with feedback from customers over the phone, in writing and in person.

**Required knowledge and skills**:

- General maintenance knowledge advantageous.
- Good communication and social skills with a strong customer focus.
- To maintain an effective and professional approach at all times.
- Work with colleagues, other staff, customers and partners to provide efficient and effective services.
- Ability to problem solve, balancing customer needs with targets and constraints. - Provide advice and guidance to customers.
- Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines.
- Good knowledge of ICT systems, including software packages such as Microsoft Excel, PowerPoint etc.

**Required qualifications and experience**:

- Relevant qualification or equivalent working experience.
- Demonstrate a good awareness of safeguarding issues commensurate with the role.
- A satisfactory DBS check is required as part of this role
- Full driving licence - Access to a vehicle, for travel to and from sites.

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