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Job Title: Planner/Administrator
Contract Type: Permanent
Location: Ashford, Kent
Salary: £18000 - £20500 per annum
Start Date: ASAP
Duration: PERM
REF: kw/ash/ja_1496217633
Contact Name: Katie Westerman
Contact Email:
Job Published: about 1 year ago

Job Description

Job Title:


Reporting To:

Customer Performance Manager (CPM)

The main purpose of the role is to co-ordinate and plan an in house and subcontracted workforce carrying out repairs & maintenance works in void and occupied properties. To ensure the client and customer receives an effective and efficient service & that a top level of customer service is provided at all times.

You will be proficient and understand the social housing market

  • Assist in the day to day service delivery in accordance with the companies Perfect Delivery model and iMS, ensuring that all cases are effectively managed.
  • Handling calls and emails from the client to log issues, deploy engineers and monitor completion of the work, providing updates at regular intervals.
  • Ensure that the system is updated in a timely manner so that the client and the Operations are in receipt of the most up to date information.
  • Ensure jobs are scheduled within the contractual KPI's through effective engineer utilisation.
  • Be an active team member of the scheduling team through suggestions / ideas and participation in any initiatives / projects.
  • Ensure the scheduling process is delivering maximum productivity
  • Ensure that Client/ Customer variations are integrated into the system appropriately and accurately
  • During the work process, liaise closely with engineers to ensure materials are collected from suppliers promptly and work is planned to ensure we can provide a first time fix to residents wherever possible.
  • Utilising the MSi dashboard, assist in the monitoring of Right First Time delivery for each task on the project, reporting to the PM on exceptions or problems encountered.
  • Assist service engineers and or sub-contractors to deliver effective utilisation and in understanding their responsibilities in managing their day to day performance.
  • Understand the case workload and alert the Team Leader to issues requiring intervention.
  • Support the effective utilisation of resources and communicate accordingly.
  • Escalate variations and communicate accordingly.
  • Proactively offer up to date information to the client in relations to ongoing works
  • Understand the contractual KPI's, then plan, allocate and operate to exceed client expectations.
  • Establish and maintain good working relationships with internal and external colleagues, and all members of the management and exec teams. Customer satisfaction results KPI as set within the contract documentation.
  • Understand the customer charter and support the Team Leader, in the attainment of Perfect Delivery objectives and KPIs.
  • Develop and maintain effective working relationships with service engineers, clients, customers (internal and external) and suppliers.
  • Actively disseminate information with colleagues, team leaders and service engineers, maximising our day to day delivery.
  • Work collaboratively with the team at all times to deliver a consistent and reliable service to our customers, colleagues and clients alike
  • Demonstrate honesty and integrity with colleagues
  • Be aware of compliancy with HS&E policy to ensure effective administration, implementation and communication of related HS&E outcomes.
  • Contribute to working safely on projects with zero reportable accidents
  • Ensure all duties are undertaken in a safe manner
  • Ensure that all H&S information is passed to service engineers from the client's instructions.