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Scheduling Operations Lead

2 months ago

WaltononThames, Surrey, United Kingdom Wates Full time

Wates is seeking a Scheduling Operations Lead to oversee and deliver exceptional customer service across our diverse contracts.

As the business lead for operational delivery within our centralized planning and scheduling function, you will play a pivotal role in ensuring seamless project execution and client satisfaction.

  • Lead and Coordinate: You will be responsible for coordinating the efforts of contract planning and scheduling teams across various projects, fostering collaboration and efficient workflow.
  • Customer Service Excellence: You will actively manage complaint resolution processes, identifying trends and implementing improvements to enhance customer service standards. This includes supporting Customer Service Managers in addressing client concerns effectively.
  • Operational Management: You will oversee the daily operations of our contact center, including managing line managers responsible for administrative duties. Your focus will be on ensuring smooth communication channels and timely resolution of customer inquiries.
  • Continuous Improvement: You will implement robust customer feedback systems to drive continuous service improvement. This involves analyzing feedback data, identifying areas for enhancement, and contributing to the development of more effective customer service methodologies.
  • Process Optimization: Your expertise will be instrumental in developing and maintaining efficient processes for handling customer inquiries related to planned works, responsive repairs, and other property-related services.
  • Collaboration & Communication: You will build strong relationships with internal teams and main contractors, ensuring seamless communication and a unified approach to delivering exceptional service to our clients.
  • Performance Monitoring: You will monitor and measure the quality and quantity of contact center activities, ensuring adherence to service standards and optimal resource utilization.
  • Policy Adherence: You will ensure that established policies and procedures are strictly followed within the contact center operations.