Lead Planner

20000.00 - 30000.00 GBP Annual
19 Jul 2019
16 Aug 2019
Contract Type
Full Time
Based in Derby with the potential to move to a NG postcode or work from both sites

Responsive Repairs - Planning

About Us

Metropolitan Thames Valley Housing is one of the UKs leading providers of affordable housing and care and support services. We employ over 1900 people to manage and

develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

Main Accountabilities

Delivery of customer service in line with Metworks customer service agreement. Ensure customer engagement process is followed. Deal with all customer issues, ensuring they do not progress into complaints. Gather information, investigate and resolve complaints and compliments from customers. Escalate any customer care performance issues to the Contract Manager.

Effective management of all team resources, systems and processes to ensure service delivery with a commercial focus.

Analyse and report team performance to the National Resource Manager, communicate KPI and other performance information to the team.

Embed best practice in housing maintenance into Metworks and via high performance and cost efficiency, enhance and maintain its reputation to assist in the generation of new business

Manage Planners within the team; drive their performance to meet departmental performance targets. Coach others to promote innovation and creativity. Challenge poor performance and inefficiency. Identify training and development needs and contribute to the Learning and Development plan.

Manage stakeholder relationships, identify and meet customer expectations. Work with customers and colleagues within Metropolitan on the level and quality of service provided and use feedback to shape the service. Adapt services to meet the needs of minority groups and the diversity of our customers.

Contribute to the development of new processes. Participate on projects and initiatives that help create an independent culture for customers. Feedback lessons learned to stakeholders to promote an evolving and continuously improving business plan

Recruit, induct, develop and manage the performance of staff to ensure a cohesive, high performing team, providing a consistent service whilst achieving performance targets and service standards.

What you'll need to succeed

Three GCSEs at Grade C or above and including Mathematics and English

Able to demonstrate proficiency in Microsoft Excel and Word

Proven background in a customer service focused environment / planning background

Proven experience of using database systems (Northgate Housing Management System / Dynamic Resource Systems) ? Responsive Repair Planning Systems

Ability to understand Repair/Construction related terminology

Experience in delivering a quality repairs service in a partnership working environment

Ability to communicate in both verbal and written form

Able to manage problems and identify solutions

Able to stay calm under pressure

Able to work as part of a team and self-motivated

Be able to multi task and have good communication skills

Be able to work flexibly within a 3 shift rota pattern, 8-4, 9-5 and one 10-6 shift within every 11 weeks of the year.

What you'll get in return

In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set.

We offer great benefits, in addition to generous holiday entitlement we provide:

life assurance with a matched contribution (up to 12%) pension scheme

enhanced maternity, paternity and adoption leave

salary sacrifice schemes and season ticket loans

eye care scheme

plus lots of voluntary benefits including cash back and discounts from high street names

What you need to do now

If you're interested in this role, take a look at the attached Job Description for more details and if it?s the ideal job for you, click 'apply now' to forward an up-to-date copy of

your CV, or for more information call us now on (phone number removed).

Interview date TBC

Our promise All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment,

marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal

opportunities for all applicants enabling them to fulfil their potential and realise their aspirations

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