Customer Service Planner – Morgan Sindall Property Services Leeds, Yorkshire LS14DY

Morgan Sindall Property Services have an exciting opportunity for a Customer Service Planner to join their team based in Hunslet, Leeds, Yorkshire.


Location: Hunslet, Leeds Yorkshire


Salary: Competitive + Benefits


Job Type: Full Time – Permanent


Customer Service Planner – About the Company:


Morgan Sindall Group is a leading UK construction and regeneration group, operating in the public and commercial sectors, through six divisions of construction and infrastructure, fit out, property services, partnership housing, urban regeneration and investments.


Morgan Sindall Property Services provides integrated property maintenance services to Local Authorities and housing association clients. We provide planned and reactive maintenance to over 200,000 domestic properties nationwide and have a significant portfolio of large-scale framework refurbishment programmes and strong secured order book and continue to secure long term transformational contracts supported by our USP’s.


Customer Service Planner – About the Role:


To manage the future schedule of appointments. Work with clients, customers, sub-contractors, suppliers and supervisors to schedule appointments and make promises that you know we can keep.


Customer Service Planner – Key Responsibilities:


– Take ownership and responsibility for identifying the customer’s needs and use appropriate questioning, listening and diagnosis skills to identify the issues and offer appropriate solutions


– Take ownership of the forward schedule to ensure that future jobs are appointed in a way that will meet our contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet)


– Take ownership for and manage unscheduled jobs


– Effective use of the MSi system to actively schedule available Operatives and Sub-Contractors to jobs


– Deal with complex repairs, demanding customers and those who have suffered service failure, to contain issues and maintain customer satisfaction


– Oversee the jobs allocated to Sub-contractors to ensure the customer receives the same level of service as they would if a MSPS operative was delivering the work


– Work with the Commercial team and Operatives to ensure materials are ordered and collected from suppliers promptly and work is planned to ensure we can provide a first time fix to residents wherever possible


– Handling calls and emails from the client to log issues, deploy Operatives and monitor completion of the work, providing updates at regular intervals


– Ensure that the system is updated in a timely manner so that the client and the Operations are in receipt of the most up to date information


– Ensure the scheduling process is delivering maximum productivity


– Where first time fix is not possible, manage the effective scheduling of follow-on works


– Understand the case workload and alert the Team Leader to issues requiring intervention


– Understand the contractual KPI’s, then plan, allocate and operate to exceed client expectations


– Develop and maintain effective working relationships with Operatives, clients, customers (internal and external) and suppliers


– Take a strategic view of demand (jobs being raised) and the supply of resources (Operative and Sub-Contractor skill mix) and make recommendations to the Partnership Manager and Supervisors about optimising the available resource mix


– Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers


Customer Service Planner – About You:


– Good working knowledge of the IT packages: Microsoft Office, Word & Excel


– Excellent administration and organisation skills


– Excellent written and oral communication skills


– Excellent customer service skills


– Good knowledge of repairs and maintenance sector or trade-based background


– Good problem-solving skills


– Proactive, and able to multitask


– Good attention to detail


– Collaborative team player


Customer Service Planner – Benefits: