Planner/Scheduler
2 days ago
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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