Customer Service and Planning Manager

Hybrid role working from our offices in Welwyn Garden City minimum 2 days per week

Permanent, full time (37.5 hpw)

Circa £45, 000 per annum based on skills and experience, great benefits including Health Cash Plan

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Home, a place where you belong

Join us at this exciting time of operational growth as we expand our in-house Home Group Repairs and Maintenance Service. Our team are part of the Midlands and Central area here at Home Group. We look after customers across an area that stretches from Hertfordshire and Essex to Northamptonshire and up to Peterborough.

As our Repairs and Maintenance Scheduling and Planning Manager, you’ll lead our regional planning, scheduling and administrative support teams. You’ll drive service excellence and supercharge performance to provide reliable and consistent services for our customers, delivering on our customer promise.

Its important that you spend time with your peers in Durham for training purposes at the beginning. Your travel expenses and accommodation will obviously be covered during this time!

Typical day as Customer Service and Planning Manager

• Using technology, processes and collaborative ways of working to maximise output and realise efficiencies. You’ll forecast demand and plan resources effectively using dynamic resource scheduling (DRS).
• Driving repairs and maintenance performance by ensuring we have the right resources at the right time, effectively managing internal trades, contractors and suppliers and achieving positive customer satisfaction scores.
• Working intuitively collaboratively with our Customer Service Centre to ensure we are maximising customer service and joined up ways of working across our services.
• Leading our customer service and planning teams to identify opportunities for continuous improvement, driving efficiencies and improvements for both our trade teams and customers, achieving key performance indicators.
• Ongoing training and coaching for trade colleagues in using the handheld mobile system to ensure that they work correctly and efficiently and effectively.
• Leadership and people management of wider team of circa 15 including Senior Schedulers, Schedulers and administrators

Fancy going home each day knowing that you have helped change our customers lives for the better? You’ll do that here, working for a top 10 Great Place to Work in the UK Employer!

You have

• Experience of workforce management and using workforce planning systems (such as Dynamic Resource Scheduling) to forecast demand and plan resources, delivering services at the right time and cost.
• Knowledge of trade activities and sequencing across responsive and voids, planned and cyclical work programmes.
• An experienced people manager with the ability to lead high performing teams in a customer service environment, making it a great place to work.
• Analytical and experience of driving continuous improvements, working collaboratively with others.
• You are comfortable managing data and reporting, clearly identifying key metrics and collaborating with colleagues to present insights that inform business decisions.
• It would be great if you’ve got experience of enhancing in house systems for optimal use.

Our team

Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home.

Job details

• You’ll manage your own diary, so if you need to start late for an appointment, you can use your flexi time to do that!
• This a hybrid role with a minimum of 2 days a week in the office. You will mainly be based with your team in Welwyn Garden City but anticipate you may also need to send time with the team based from Northampton.

• Able to use technology for workforce management and demand planning, managing budgets and collaborating with other colleagues.

A place where you belong

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work!

What’s in it for you?

• 34 days leave (including bank holidays and a me day to take off for whatever you fancy) increasing to 39 days. You can also buy 5 more and take time off for volunteering too!
• Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.
• Over 800 high street discounts on groceries, holidays and days out.
• Generous pension scheme with life insurance of 3x salary
• We Grow Our Own colleagues (not literally of course!), when you’re ready for the next step in your career, you can grow with us!
• Explore our benefits in detail on our website.

Find out more

Click APPLY NOW to see our Customer Service and Planning Manager Job Description, find out about us and for help to apply. Sometimes we close a job early, so don’t delay or you might miss out. Finally, do let us know if there’s anything we can do, to help you shine in our process by making reasonable adjustments at recruitment@homegroup.org.uk