Part-Time Planner (PA Housing)

Due to rapid growth and continuous success we are delighted to confirm that we are currently seeking a Part time Planner, to join our Fortem team for our Paragon branch
based in Walton on Thames.
3 days a week-
Monday - 08:30 to 17:00
Tuesday - 08:30 to 17:00
Wednesday - 08:30 to 17:00

The role requires you to:
Allocate work to trades people within given time scales
Resource work efficiently by being aware of tradespeople's availability and knowing where they are at all times
Promote and maximize 1st time fix
Management of 'Impact Diary' or equivalent through updates of Impact and DRS appointment slots according to resource available
Monitor and report service delivery issues to senior service controller
Help and support the team to achieve branch objectives
Liaise with external providers i.e. suppliers/subcontractors as required
Assist senior service controller in monitoring/improving tradesperson's job activity
Empower trades people to take ownership of work issued and ensure jobs completed within time whilst minimising follow-on jobs
Manage, move and reschedule jobs to ensure that service levels are met, minimise travel time and to ensure available resources for delivery
Consistently focus on diary changes (internally and externally)
Ensure diary commitments are reflected with WIP report analysis and make necessary changes to reflect desired results
Proactively drive out service failure
Influence subcontractors to ensure jobs issued are completed in time
Ensure customers and client and fully informed
Challenge and support tradespeople
Maximise output with supervisors
Conduct daily check to ensure tradespeople are fully using their PDA's
Conduct the daily operating report and appoint any follow-on jobs
Ensure that work for that evening/next day is sent to PDA by end of day
Ensure the on call info from the previous evening is closed out by 10am
Ensure that PDA problems are rectified as a priority
Communicate to tradespeople without a PDA that they are not to leave the customer before updating the service control
Ensure all calls associated with the job are logged in call chasers
Continuously check every call status
Ad hoc administrative duties
Produce client reports e.g. H+F Oracle report and service failure report
Manage appointments and an appointment system
Dealing with complaints

The successful candidate will meet the following criteria:

Essential Criteria
Good telephone manner - proven experience in managing telephone enquiries/customer complaints
Excellent communication skills, verbal and written
Ability to be diplomatic
Problem solving skills, analytical capability
Ability to work well under pressure
IT skills
Interpersonal skills
Ability to engage people and build strong working relations with trades, colleagues, client and managers

Desirable Qualifications
Tact, previous call centre experience
Experience in social housing repairs and maintenance
Trade experience for problem diagnosis
Understanding of job costing

Fortem embraces diversity in the workplace and encourages applications from all sectors of the community.

We are looking for a candidate who is a fantastic communicator, someone who enjoys meeting people, attending different sites and resolving problems pro-actively. At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours. We look for people who:

• Are honest and trustworthy
• Consistently exceed expectations
• Take ownership of tasks and see things through
• Meet deadlines
• Go the extra mile
• Respect and value other ideas

Sound like you? If so, come and join our Paragon branch, and become a great ambassador of our business.

We offer a competitive salary in addition to a comprehensive benefits package* including a company pension scheme, life assurance, discounted private medical cover, incentive/bonus schemes, employee trade discounts, and many more.

Some flexibility in working patterns is to be expected. We offer you a bright future, one where you will have the opportunity to develop your career with a fast moving, forward thinking company, who recognize and rewards your achievements.

* Benefits may vary dependent upon the role and type of employment contract.

Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a values based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.

Fortem is part of the Willmott Dixon Family of Companies which is one of the largest privately owned Construction businesses in the UK. Willmott Dixon, for the past four years has been the highest privately owned construction and Development Company in the prestigious Sunday Times best companies to work for list