Planner/Scheduler

Job Purpose

• To manage the day-to-day planning across all of Swindon Borough Council Operations team by ensuring jobs are adequately allocated, attended, re-booked or forwarded on as necessary.
• To monitor our systems to ensure appointments made are kept by the workforce and report appointment failings immediately to the senior planner/operational supervisors
• To work within a multi skilled approach to ensure the best match for the needs of the different operational services using the appropriate IT systems.
• You will be the first point of contact for our Operational teams by answering phone calls via our dedicated scheduling line to supporting with calls from customer services should cover be required.
• To plan work for pre and post inspection, reactive and scheduled repairs and deliveries across all the operational services together with prioritising emergency jobs were necessary, this can be up to 30 operatives.
• To ensure all works orders received are scheduled upon our agreed SLA and thereafter completed within target timescales leading to delivery of contractual key performance indicators.
• Ensure that customers are contacted and aware of any changes in agreed appointments.

Key Accountabilities

• Update and maintain operatives diaries with availability, in the Dynamic Resource Scheduler, this should include sickness, holidays and training
• Action Dynamic Scheduler lists on a daily basis and ensure further works, missed appointments, materials required, other trades are all booked in within the KPI timescales ØOperate within statutory guidance to meet operational servicing targets.
• Keeping your work in progress and any backlog down to an acceptable level.
• Identify any potential areas of concern and communicate with Operational Manager to ensure that any issues regarding staffing are sorted out.
• Contact the tenant where necessary by telephone to keep them informed of all changes made to appointments.
• Remain positive without giving an opinion, any technical advice on jobs or times should be referred to Operations Manager.
• Excellent telephone skills with ability to work under pressure dealing with irate/challenging customers on the telephone occasionally.
• Have good problem solving skills to enable resolution before escalation to Operations Manager e.g. Tradesman calls in sick, arrange diaries, and contact tenants.
• Awareness and handling of sensitive information is critical.
• Good negotiating skills across with range of parties, the public, operational managers and contractors.

Knowledge & Experience

1. Knowledge of Word, Excel and Outlook
2. Knowledge of Dynamic Resource Scheduler program or equivalent
3. Knowledge of Databases

Qualifications

1. Educated to G.C.S.E Level in English and maths Grade A to C or equivalent qualification.