Customer Service Planner Opportunites

1 month ago

London Borough of Waltham Forest, United Kingdom Morgan Sindall Property Services Full time

We are looking to recruit two Customer Service Planners to join our team in Waltham Forest (E4 8TD), based at our Osprey House Hub.

About the Role

Joining our team, you’ll be responsible for high volumes of calls liaising with clients, sub-contractors, suppliers, and supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given. You will excel in dealing with residents as part of our back-office using a range of communication methods including telephony and email.

Using our MSi system, you’ll actively schedule available operatives and subcontractors to jobs, discuss complex repairs, demanding customers and those who have suffered service failure, where your role is to instil the customers confidence.

About You

Candidates will have the following:

Social Housing and Repair and Maintenance background. Proven experience in scheduling/planning Disrepairs, Voids or Complex works. Competent in communicating with direct operatives, subcontractors and residents. Experience taking ownership and responsibility for identifying the customer’s needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions. Ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints ( make a promise to the customer that you are confident we can meet). Ability to deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction. Ability to oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work. Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations. Basic building maintenance knowledge duration required to undertake a variety of maintenance tasks. Planning knowledge of what works can be sequenced or can be undertaken concurrently. Ability to prioritise works and ensure works-in-progress jobs are within target and appointed where practicable. Good level of written English, competent computer skills and the ability to project manage. Good communication skills ability to communicate with different stakeholders at different levels Passionate about service delivery and customer satisfaction.

Benefits

26 Days Holiday & Bank Hols Enhanced Pension Plan Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more) Life Assurance & Accident Cover Share Save Enhanced Maternity & Paternity Pay Work Perks Discounts & Vouchers Buy & Sell Holiday Flexible Working & Flexible Bank Holidays Cycle to Work Volunteering (2 days paid) Learning & Development Opportunities Extensive Wellbeing Support, including EAP Loyalty & Values Awards Funded Professional Subscription Eye Care Vouchers

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