Planner

Responsibilities Planner

• 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.

• To ensure performance monitoring systems are in place, and information is accurate and effective, and in accordance with financial regulations.

• 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.

• 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.

• To receive and resolve all calls from operatives including variation requests, no access reports, requests for additional jobs, etc.

• To answer client and customer queries - providing repairs knowledge and guidance to assist them in resolving issues.

• To ensure that the dynamic appointment scheduling system data base is accurately maintained and managed - observing good system housekeeping, user maintenance, and best practice at all times.

• To prepare of records, statistics and communications document as required and respond to written and verbal icasework, complaints and statutory enquires as required in a timely manner, in order to resolve issues effectively and speedily.

• To monitor and report on operative performance in terms of missed

appointments, customer satisfaction levels, etc. and to escalate issues to the relevant manager. Planner

• To maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice for the service area.

• To liaise with internal and external staff and agencies to ensure high standards of service delivery.

• To ensure staffing, training, financial and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by SBS is accurate and appropriately filed / stored.

Planner Note: The duties as listed above are not set out in order of priority, and other tasks commensurate with the grade of the post may be required of the potholder.