Posted 5 days ago

  • Hersham, Elmbridge, Surrey, South East England
  • Permanent
  • External
  • Expires In 23 days
MMP Consultancy are working alongside a national contractor to recruit a Planner to work in Surrey. Offering fantastic employment benefits, the Planner position will be offered on a permanent basis.
We are seeking experienced Planner/ Customer Service Advisor's to apply. This is a customer service based role so must be customer focussed, candidates must present excellent communication and people skills.
Duties of a Planner:
Allocate work to trades people within given time scales
Resource work efficiently by being aware of tradespeople's availability and knowing where they are at all times
Promote and maximize 1st time fix
Management of 'Impact Diary' or equivalent through updates of Impact and DRS appointment slots according to resource available
Monitor and report service delivery issues to senior service controller
Help and support the team to achieve branch objectives
Liaise with external providers i.e. suppliers/subcontractors as required
Assist senior service controller in monitoring/improving tradesperson's job activity
Empower trades people to take ownership of work issued and ensure jobs completed within time whilst minimising follow-on jobs
Manage, move and reschedule jobs to ensure that service levels are met, minimise travel time and to ensure available resources for delivery
Consistently focus on diary changes (internally and externally)
Ensure diary commitments are reflected with WIP report analysis and make necessary changes to reflect desired results
Proactively drive out service failure
Influence subcontractors to ensure jobs issued are completed in time
Ensure customers and client and fully informed
Challenge and support tradespeople
Maximise output with supervisors Conduct daily check to ensure tradespeople are fully using their PDA's
Conduct the daily operating report and appoint any follow-on jobs
Ensure that work for that evening/next day is sent to PDA by end of day
Ensure the on call info from the previous evening is closed out by 10am
Ensure that PDA problems are rectified as a priority
Experience Required for a Planner:
Good telephone manner - proven experience in managing telephone enquiries/customer complaints
Excellent communication skills, verbal and written
Ability to be diplomatic
Problem solving skills, analytical capability
Ability to work well under pressure
Tact, previous call centre experience
Experience in social housing repairs and maintenance