Planner/Scheduler

2 days ago


Oldbury, United Kingdom CV-Library Full time

Job Title: Scheduler
Division: Repairs and Maintenance
Reports to: Customer Service Manager
Direct Reports: None
Main Interfaces: Scheduling Team, Residents, RLO’s, Supervisor, Contracts Manager, Client

Overall Purpose:

To manage the day-to-day scheduling and administration of the reactive and/or planned repairs service, ensuring that customer service targets are met.

Key Tasks / Activities / Responsibilities:

* Manage resource planning activities to ensure efficient use of resources.

* Monitor performance against Key Performance Indicators (KPIs) to ensure all jobs and appointments are met.

* Regularly check KPI performance and analyze service failures, suggesting improvements where necessary.

* Ensure all reporting to business management is accurate and updated promptly, noting any errors for auditing purposes.

* Provide customer service to residents and clients, addressing queries and rescheduling appointments as necessary.

* Assist in arranging appointments and ensure that resident queries are handled efficiently.

* Support customer satisfaction surveys when required.

* Attend meetings and contribute service updates during internal team meetings.

* Promote a positive team atmosphere within the contract.

* Ensure ID badges are worn and office attire is appropriate at all times.

* Follow all company policies, procedures, and instructions.

* Collaborate with colleagues across other departments in a timely manner when necessary.

* Comply with policies and procedures related to sustainability, environmental compliance, and improvement initiatives.

Person Specification

Key Knowledge:

* IT literate

* Familiarity with the maintenance sector and its terminology

* Knowledge of KPIs and how to meet them

* Experience with scheduling tools such as ROCC, Opti-time, DRS, or similar systems

Key Skills:

* Excellent telephone manner

* Strong customer service focus

* Good communication skills

* Ability to identify problems and find solutions

* Ability to prioritize tasks effectively

* Ability to meet deadlines under pressure

* Attention to detail

* Team player with the ability to collaborate with others

Key Experience:

* Experience in a call centre or customer service environment

* Experience in the maintenance sector (preferred)


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