General Overview:
The Customer Care Advisor/Planner is responsible for the effective scheduling and administration of works within the Regeneration Services team. This role is critical in ensuring that the workflow of engineers is optimised, client deadlines are met, and that all scheduling activities align with the company’s quality standards. The Customer Care Advisor/Planner plays a key role in managing variations, coordinating follow-up appointments with Tenants, Client and operatives, and maintaining high administrative accuracy to enhance operational efficiency and client satisfaction.
Key Accountabilities:
• Scheduling and Workflow Management: Efficiently schedule appointments using the relevant planning / response system, ensuring that all tasks are allocated and completed within client timescales.
• Client and KPI Management: Work closely with clients to meet their specific requirements while ensuring that all Key Performance Indicators (KPIs) are achieved consistently.
• Routing and Efficiency: Develop and maintain productive and efficient work routes for engineers, optimising their time and resources to meet project deadlines.
• Variation Processing and Follow-Up: Handle any project variations, ensuring that these are processed promptly and that necessary follow-up appointments are arranged in a timely manner.
• Administrative Support: Administer invoices, conduct customer satisfaction surveys, and maintain accurate records in line with company procedures.
• Stakeholder Coordination: Liaise with client counterparts, Operatives, Supervisors and customers to ensure smooth project operations and communication.
• Quality and Standards Compliance: Adhere to and promote company quality standards, procedures, and processes in all aspects of work.
• Property and Workspace Management: Maintain company property, ensuring that work areas are clean and tidy, and that all health and safety guidelines are followed.
• Training and Support: Assist in the training and onboarding of new starters as required, ensuring they understand their role and responsibilities.
• Any other reasonable management request.
Qualifications or Required Experience:
Essential:
• Excellent organisational skills with the ability to manage multiple tasks and priorities effectively.
• Professional attitude and approach to work, maintaining a high standard of conduct at all times.
• Competence in operating MS Office software, particularly Excel and Word.
• Previous experience in an administrative role, preferably within a similar industry.
Desirable:
• Experience working within partnership arrangements, particularly in the context of responsive repairs contracts.
• Understanding of local government operations and familiarity with Registered Social Landlords (RSLs).
• Knowledge of appointment processes and systems used in construction or regeneration services.