Overview
x4 planners required for responsive repairs. Planning works in geographical area and engaging with operatives.
Purpose of the Job
To plan and schedule appointments / programmed works across Southwark Repairs so as to achieve maximum productivity, ensuring that suitably qualified operatives are correctly and efficiently allocated at all times.
To pro-actively manage operative resources to ensure appointments are kept and maximize the number of works orders completed at the first visit.
Dedicated to ensuring that the Council's customers receive an excellent standard of service.
Responsibilities
1. Responsible for scheduling all appointments and programmed works with suitably qualified operatives using available technology and reporting tools to ensure business objectives are fully achieved within agreed timeframes.
2. To ensure performance monitoring systems are in place, and information is accurate and effective, and in accordance with financial regulations.
3. Using own initiative, proactively manage work orders using IT systems ensuring that variations and complex orders are managed and coordinated and accurate records are in place to monitor through to completion.
4. To operate customer satisfaction surveys and communicate with customers to discuss and resolve repairs issues and to escalate these issues to the relevant managers as required.
5. To receive and resolve all calls from operatives including variation requests, no access reports, requests for additional jobs, etc.
6. To answer client and customer queries - providing repairs knowledge and guidance to assist them in resolving issues.
Knowledge
1. NVQ 3 or equivalent in business administration. Equivalent may include consideration of relevant work experience
2. Demonstrate evidence of continued professional and personal development within relevant disciplines.
3. Understanding of issues around the delivery of maintenance and refurbishment contracts in an urban environment.
4. An understanding of excellent service delivery in a construction and maintenance related service.
5. Understanding of relevant legislation and codes of practice including H&S, Building Regulations, Fire Regulations, etc.
Experience
1. Experience of dealing with the public and in resolving queries and problems.
2. Experience of achieving qualitative and quantitative performance targets
3. Experience of dealing with and resolving customer enquiries and complaints to a successful conclusion - in writing, by phone or face-to-face without assistance.
4. Experience of using work scheduling/planning systems ICT or manual.
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