Planning Officer - Oldham, United Kingdom - Great Places Housing Group

Great Places Housing Group

Verified Company

Oldham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary:
Competitive

Job Type:
Full Time, Permanent

Location:
Oldham

Benefits:

Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.

Reporting to the Planning Team Leader, the Planning Officer will deliver excellent customer service and right first time repairs, through effective resource scheduling and planning of repairs jobs, maximising productivity, increasing the capacity to complete more repairs and increasing customer satisfaction

PURPOSE OF ROLE:

Allocating and planning repairs for both in house operatives and external contractors covering day to day and void jobs
Monitoring and managing operatives diaries to maximise productivity
Monitoring and managing time taken to complete jobs, following up on outstanding work and ensuing both in house and external contractors communicate the status of repairs allocated to them
Being the principal contact for in house operatives
Ensuring excellent customer service

KEY RESPONSIBILITIES:

Maximise output of trade operatives for day to day & void repairs ensuring that daily / weekly planning of all works is controlled and managed effectively. Good forward planning is essential to manage holidays and sickness to ensure capacity meets demand
Ensure that customer appointments are scheduled appropriately to take into account customer needs and ensure the right operative/contractor is allocated the job
Increase the operative productivity by reviewing, monitoring and managing the travel distance and time between jobs allocated to each operative. Utilise data such as number of completed, rebooked, awaiting materials jobs still outstanding to assist in assessing how improvements can be made by use of trade zoning and smart scheduling. Help in implementing actions to reduce the time lost and increase overall productivity driving up overall customer satisfaction.

Manage the output from operatives by having a customer focussed approach at all times.

Deal with queries from the operatives so that they are fully compliant with the agreed repairs process in relation to:

Gaining access
Reporting the diagnostics and length of time to estimate to carry out a repair
Using communication methods to stay informed of progress
Addressing additional resource requirements
Methods for purchasing materials from suppliers/Distribution Centre
Rebooking jobs that they are unable to complete first time visits
Completing jobs on IT systems to ensure accuracy of data for performance statistics and productivity

Assist in providing cover, when requested by Team Leader for all areas of the operations centre.

Ensuring that you provide excellent customer service so that:

Repair requests phone calls are taken and handled professionally
Phone enquiries about existing and potential repairs are dealt with promptly
Customer complaints are dealt with appropriately and in a sympathetic manner
You show initiative and liaise proactively with internal and external customers
To participate in the team rota (35hours per week Monday to Friday 07.30am to 6pm)

QUALIFICATIONS & PROFESSIONAL MEMBERSHIPS:

Relevant professional qualifications/ memberships
Qualified to minimum GCSE grade C or equivalent in English and maths

EXPERIENCE &

SKILLS:

Use of full range of Microsoft Office
Ability to complete tasks in an accurate and timely manner when working under pressure
Attention to detail
Good written and verbal communication
Effective liaison with staff/other stakeholders to give information/find information/resolve problems
Organisation and ability to timemanage work load
Able to deliver a high standard of customer service
The ability to develop and project a positive image of Great Places through personal, written and oral skills

PERSONAL ATTRIBUTES:

An ability to work in uncertainty
Ability to work as part of a team as well as on own initiative
Professional and value led with integrity, inclusivity and respect for diversity
Commitment to work in partnership with others for the benefit of Great Places
Ability to work flexibly and when needed outside normal working hours

REF-202516