Senior Planner

Senior Planner

Location: Ilford

Salary: Up to £38,237.27 per annum

Contract Type: Permanent, Full-Time Hours: 42.5 hours Monday - Friday

Mears are the largest provider of repairs and maintenance, and regeneration services across the UK. We are a highly responsible partner, who is committed to; delivering the highest levels of customer service, keeping our promises, creating a great place to work, and tackling issues that matter to people and communities. We are looking for an organised and proactive Planner to join our local repairs team. You’ll play a vital role in ensuring repairs are scheduled efficiently, works are allocated to operatives, and jobs are completed quickly and to a high standard. As the key link between residents, operatives, and colleagues, you will help deliver a customer-focused, responsive repairs service.

Duties:
Responsible for day-to-day management of planning and customer service activities. 
Supporting the Service Delivery Manager on achieving a high standard of service to customers, ensuring teams operate to defined branch standards and deliver best in class customer service.

• Line management of a team of Planners and Customer Service Advisors.
• Ensure adherence to agreed processes and accurate and timely recording and responses to all client, service users and company communication, in accordance with agreed standard operating procedures
• Support the provision of a high-quality planning and customer service to all functions within local team, branch, client and internal group departments.
• Manage, monitor and review scheduling of works in line with operational needs whilst ensuring SLA’s are adhered to, allocating resources appropriately to deliver high customer satisfaction.
• Communicate with customers regarding ongoing work/s where required and liaison with colleagues to ensure accurate & timely information provided.
• Work with all team members including operatives, supervisors and subcontractors to ensure an efficient and productive service is delivered to service users and client and to support the attainment and maintenance of high levels of satisfaction with performance delivery in accordance with agreed standard operating procedures.
• Prepare and analyse reports on performance metrics, customer satisfaction, and service delivery.
• Any other projects or duties delegated by the Service Delivery Manager, as appropriate.

Role Criteria:

• Experience in Line management
• Experience CRM systems
• Experience in Planning
• Understanding of Building Maintenance Experience
• Experience working as a line manager within a customer service or business administration environment.
• Experience of partnership/alliance/ collaborative working. Experience of handling multiple tasks in a high volume, rapidly changing environment.
• Good time management, planning & organisational skills.
• IT Literate
• Adept on computerised systems.
• Good written, verbal, questioning & interpersonal skills

Benefits

• 25 days annual leave plus bank holidays
• Leading pension scheme

• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.