Lead Works Planner

Job Description

Ref: 5283507
Location: Cambridge (CB4)
Hours: Monday to Friday 9am-5pm
Hybrid: Yes – 3 to 4 days per week on site with some scope to WFH
Pay: £20.00-£24.00ph paid weekly via umbrella
Duration: Ongoing Contract – Long Term
  
Duties
To lead, oversee, and enhance the planning, coordination, and monitoring of service-related appointments to ensure efficient and effective service delivery. This includes the reallocation of work to operatives and the optimisation of resources to meet targets during periods of high demand, absence, or urgent priorities.
  
Provide leadership in achieving and exceeding customer satisfaction and performance benchmarks through proactive monitoring and reporting. Act as the key liaison between departments to ensure seamless service operation and contribute to strategic planning initiatives.
  

1. Lead the work planning team, including mentoring and guiding work planners and administrative staff to achieve high standards of service delivery.
2. Lead initiatives to improve work planning processes to enhance operational efficiency, and elevate customer satisfaction, staying updated on industry best practice and regulatory requirements.
3. Deputise for the Service Improvement Manager, including working together to ensure effective use of resources across the team to achieve high standards of service delivery.
4. Provide oversight of work allocation, ensuring the most efficient use of resources within the team and subcontractors / suppliers, making informed decisions to manage workload distribution, especially during emergencies or high-demand periods.
5. Develop and implement robust plans and processes for effective work allocation, taking into account resource availability, priority levels, and customer demands.
6. Set and monitor key performance indicators (KPIs) for the team and ensure service delivery aligns with organisational goals.
7. Regularly analyse performance data, customer feedback, and job completion metrics to identify trends and recommend improvements.
8. Act as the senior point of contact for escalated customer complaints and queries, ensuring swift and satisfactory resolutions.
9. Work collaboratively with internal teams, including repairs and maintenance, housing management and customer services, to resolve complex inquiries.
10. Ensure all works, including subcontractor jobs, are accurately recorded, monitored, and completed within agreed timeframes and budgets.