Planner Scheduler

Social Personnel; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A placement agency in South London is seeking a Scheduler/Resource Planner to manage appointments and resources for maximum productivity. The role involves scheduling works, ensuring customer satisfaction, and maintaining accurate records. An ideal candidate will have experience in scheduling and resource planning, strong communication skills, and the ability to handle complex work orders efficiently.

Qualifications

• Experience in scheduling and resource planning.
• Strong communication skills to resolve customer issues.
• Ability to manage and coordinate complex work orders.

Responsibilities

• Schedule appointments with qualified operatives.
• Monitor performance and customer satisfaction.
• Utilize IT systems for efficient work management.

Skills

Scheduling

Customer service skills

IT systems management

Job description

Overview

Scheduler/Resource Planner – Location: South London

Purpose of Role:

• Plan and schedule appointments / programmed works across Southwark Repairs to achieve maximum productivity, ensuring suitably qualified operatives are correctly and efficiently allocated at all times.
• Pro-actively manage operative resources to ensure appointments are kept and maximise the number of works orders completed at the first visit.
• Dedicated to ensuring that the Council's customers receive an excellent standard of service.

Responsibilities

• 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.
• Ensure performance monitoring systems are in place, 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.
• Operate customer satisfaction surveys and communicate with customers to discuss and resolve repairs issues and escalate these issues to the relevant managers as required.
• Receive and resolve all calls from operatives including variation requests, no access reports, requests for additional jobs, etc.
• Answer client and customer queries - providing repairs knowledge and guidance to assist them in resolving issues.
• Ensure that the dynamic appointment scheduling system database is accurately maintained and managed - observing good system housekeeping, user maintenance, and best practice at all times.
• Prepare records, statistics and communications documents as required and respond to written and verbal casework, complaints and statutory enquiries in a timely manner, in order to resolve issues effectively and speedily.
• Monitor and report on operative performance in terms of missed appointments, customer satisfaction levels, etc., and escalate issues to the relevant manager.
• Maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice for the service area.