Planner/Scheduler

Job Switch; Swindon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government services provider in Swindon is seeking an Operations Scheduler to manage day-to-day planning for the operations team. You'll be responsible for ensuring appointments are scheduled and kept, and communicating any changes to customers. The ideal candidate will have GCSE qualifications in English and Maths, alongside strong organizational and communication skills. This position presents an opportunity to contribute to efficient service delivery in a busy operational environment.

Qualifications

• Knowledge of scheduling and operational management.
• Experience in handling sensitive information.
• Ability to work under pressure with challenging customers.

Responsibilities

• Manage day-to-day planning for the operations team.
• Schedule works orders and ensure appointments are kept.
• Communicate changes in appointments to customers.

Skills

Excellent telephone skills

Problem-solving skills

Negotiating skills

Education

GCSE Level in English and Maths (Grade A to C)

Tools

Word

Excel

Outlook

Dynamic Resource Scheduler

Databases

Job description

Overview

To manage the day-to-day planning across all of Swindon Borough Council Operations team by ensuring jobs are adequately allocated, attended, re-booked or forwarded on as necessary. To monitor our systems to ensure appointments made are kept by the workforce and report appointment failings immediately to the senior planner/operational supervisors. To work within a multi skilled approach to ensure the best match for the needs of the different operational services using the appropriate IT systems. You will be the first point of contact for our Operational teams by answering phone calls via our dedicated scheduling line to support with calls from customer services should cover be required. To plan work for pre and post inspection, reactive and scheduled repairs and deliveries across all the operational services together with prioritising emergency jobs where necessary, this can be up to 30 operatives. To ensure all works orders received are scheduled upon our agreed SLA and thereafter completed within target timescales leading to delivery of contractual key performance indicators. Ensure that customers are contacted and aware of any changes in agreed appointments.

Key Accountabilities

• Update and maintain operatives diaries with availability, in the Dynamic Resource Scheduler, including sickness, holidays and training.
• Action Dynamic Scheduler lists on a daily basis and ensure further works, missed appointments, materials required, other trades are all booked in within the KPI timescales.
• Operate within statutory guidance to meet operational servicing targets.
• Keep your work in progress and any backlog down to an acceptable level.
• Identify any potential areas of concern and communicate with Operational Manager to ensure that staffing issues are resolved.
• Contact the tenant by telephone to keep them informed of all changes made to appointments.
• Remain positive without giving an opinion; any technical advice on jobs or times should be referred to Operations Manager.
• Maintain excellent telephone skills with the ability to work under pressure dealing with irate or challenging customers on the telephone.
• Have good problem-solving skills to enable resolution before escalation to Operations Manager (e.g., when tradesmen call in sick, arrange diaries, and contact tenants).
• Awareness and handling of sensitive information is critical.
• Good negotiating skills across a range of parties: the public, operational managers and contractors.

Knowledge & Experience

• Knowledge of Word, Excel and Outlook.
• Knowledge of Dynamic Resource Scheduler program or equivalent.
• Knowledge of Databases.

Qualifications

• Educated to GCSE Level in English and Maths (Grade A to C) or equivalent qualification.