Customer Service Planner

To manage the future schedule of appointments. Work with clients, customers, sub-contractors, suppliers and supervisors to schedule appointments and make promises that you know we can keep.

Key Responsibilities:

• Take ownership and responsibility for identifying the customer’s needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions.

• Take ownership of the forward schedule to ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet).

• Take ownership for and manage unscheduled jobs.

• Effective use of the MSi system to actively schedule available Operatives and Sub-Contractors to jobs.

• Deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction.

• Oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work.

• Work with the Commercial team and Operatives to ensure materials are ordered and collected from suppliers promptly and work is planned to ensure we can provide a first time fix to residents wherever possible.

• Handling calls and emails from the client to log issues, deploy Operatives 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 the scheduling process is delivering maximum productivity.

• Where first time fix is not possible, manage the effective scheduling of follow on works

• Understand the case workload and alert the Team Leader to issues requiring intervention.

• Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations.

• Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers

• Take a strategic view of demand (jobs being raised) and the supply of resources (Operative and Sub-Contractor skill mix) and make recommendations to the Partnership Manager and Supervisors about optimising the available resource mix.

• Adopt a continuous improvement mindset and proactively seek ways to improve the way you and the organisation operates and serves its customers.