Planner

Reporting to: Senior Planner Start Date: Immediate Working Hours: Mon – Fri, 8am – 5pm Job Type: Full-time, Permanent Job Location: Office-based PURPOSE OF ROLE * To provide high quality, professional administrative support to the business. * To work closely with engineers’ sub-contractors and our client to deliver a timely well-informed service to our customer. * To provide high quality professional office-based support to repairs team. Ensure the highest level of customer focused service is delivered to our customer continuously. See full job description for more information MAIN DUTIES * Deliver a customer focused service ensuring the highest standards of customer service at all times * Managing repairs and engineers work load recording and strategically planning days with consideration given to hindering factors * Manage customer expectations ensuring open lines of communication are maintained always * Up loading information to data base accurately, paying attention to details ensuing data protection and accurately updating sensitive information on our data base. * Ensure accurate recording of queries and customer concerns * Avoid failures becoming complaints resolving during telephone conversation working on own initiative to resolve before becoming a formal complaint * Plan engineers’ workload in advance ensuring communication to all relevant parties ensuring all are aware of details of a call out * Review and monitor WIP report and FOW regularly to ensure a steady flow and reduction in line with agreed SLA * Record all updates on data base for knowledge share * Ensure all updates are relayed clearly and understood within all relevant areas * Manage emergencies in line with expectations of KPI’s * Identifying out of scope requests redirecting to correct operational / commercial process * Managing inbox queries in a timely manner ensuring all details are accurately covered and responded to in line with expectation SLA * Understand specialist works processes and assign subcontractors providing confirmation of attendance to site to relevant parties * Cover colleague’s absence and hand over for smooth cover over annual leave * Raise OOH call outs ensure follow up works are accurately captured logged and planed * Attend meetings when requested to do so * Work closely with teams to deliver a high standard of service to our customers and client * Provide support where needed within the business and carry out ad hoc duties as requested. * Show an understanding of KPI’s and work to meet and exceed targets * The ability to follow processes and identify and suggest improved ways of working within the team * Liaise with engineers regarding job descriptions to ensure clarity surrounding FOW’s and JO’s * Competent in diagnostic questioning to obtain a full understanding of request * Understanding of PO’s as required for material suppliers * Work as part of a team SKILLS & KNOWLEDGE - Experience of working in a responsive repair setting - Experience of managing customer expectations in a customer focused environment - Have a good understanding of value for money in terms of the most cost-effective way to manage Repairs - The ability to strategically plan and organise workloads - A proactive / can do approach to work - The ability to work on own initiative and take full ownership of role and responsibility - The ability to work as part of a team and independently - The ability to follow process and work in a fast pace setting whilst remaining calm and focused. - Outstanding communication skills both internal and external - The ability to build and maintain good working relationships with all contacts - Build and maintain professional representation of the team - Ability to work occasional staggered shifts covering office 7am – 6pm