Field Workforce Planner

FIELD WORKFORCE PLANNER:

Office Based role: 

40 hrs per week - Mon - Fri - Hours of work 8am - 4:30pm

Job Purpose:

To deliver high quality services and effective scheduling of Gas Maintenance staff in accordance with contract specifications and in support of Group objectives.

Key Accountabilities (All Accountabilities will be carried out in line with policies, procedures and relevant regulations and legislation):

• Deliver high quality and consistent services in relation to the resolution of queries and complaints to ensure customer satisfaction, escalating as appropriate.
• Respond positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with contract and service specifications, effectively communicating progress and outcomes to the customer.
• Manage relationships with internal and external customers, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately.
• Maintain effective filing systems, database records and processes that enable the accurate recording and timely provision of information, ensuring they are as user friendly and accessible as possible.
• Assist in the production of quality statistical information on key performance indicators such as satisfaction levels and response times to assist managers in target setting, performance monitoring and implementing improvements.
• Contribute, as appropriate, to special programmes and projects in support of the Group’s objectives.

Competencies:

• When appropriate takes action to flex rules and standard procedures so that they fit a specific situation or help achieve a wider company goal.
• Takes a single action, or uses same approach multiple times to influence others directly. Relies largely on logic, facts or reason to persuade.
• Monitors own performance against a self-imposed standard of excellence to ensure work is adding value and goals are being met.
• Goes beyond expectations to provide assistance during critical periods and/or adds value to the customer.
• Acts quickly and decisively when others might wait, study the situation and hope the problem will resolve itself.
• Understands problems by linking different elements (e.g. A leads to B) or by recognising similarities / differences with problems experienced before and identifies possible solutions.

Qualifications and Attainments (or knowledge and experience at an equivalent level):

NVQ2 in Customer Service or Business Administration (or similar)

Work Experience:

• Recent experience in a similar role
• Experience of using multiple systems and processes to effectively schedule a field workforce
• Proven experience of working to deadlines and prioritising work loads in a fast paced environment
• Working knowledge of relevant regulations, legislation and good practice
• Proven experience analysing and diagnosing problems using multiple systems and implementing effective solutions
• Proven experience of effective communication at all levels

Skills Required:

• Excellent understanding of written and spoken English
• Excellent communication skills
• Excellent interpersonal and customer care skills
• Good negotiation and planning skills
• Ability to multi task and balance conflicting priorities
• Ability to extract and interpret data from a number of sources
• Basic knowledge of scheduling software
• Intermediate Microsoft Word
• Basic Microsoft Excel
• Email and internet communications

If you are interested in this position please apply on this advert, or alternatively, call our office on (phone number removed) or email your CV to (url removed) for further information