Administrative Planner. Job in London LilyLifestyle Jobs

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 the repairs team. Ensure the highest level of customer-focused service is delivered to our customer continuously.

MAIN DUTIES

• Deliver a customer-focused service ensuring the highest standards of customer service at all times.
• Managing repairs and engineers' workload, recording and strategically planning days with consideration given to hindering factors.
• Manage customer expectations ensuring open lines of communication are maintained always.
• Uploading information to the database accurately, paying attention to details ensuring data protection and accurately updating sensitive information on our database.
• Ensure accurate recording of queries and customer concerns.
• Avoid failures becoming complaints, resolving during telephone conversations 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 the database for knowledge share.
• Ensure all updates are relayed clearly and understood within all relevant areas.
• Manage emergencies in line with expectations of KPIs.
• 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 colleagues' absence and hand over for smooth cover over annual leave.
• Raise OOH call outs ensuring follow up works are accurately captured, logged and planned.
• 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 KPIs 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 FOWs and JOs.
• Competent in diagnostic questioning to obtain a full understanding of requests.
• Understanding of POs 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 processes and work in a fast-paced 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.