Customer Service/Planner Apprentice

You will be undertaking the appointing, scheduling and planning of works for internal and external contractors on a daily basis. Applying effective planning and communicating skills, you will manage the allocation of work and supply of materials to ensure that maximum productivity, performance and customer satisfaction levels are achieved.

Principal Duties and Responsibilities:

Customers

Liaising on a daily basis with customers, the customer service centre and appropriate maintenance teams to co-ordinate an efficient service and build effective relationships with colleagues, customers and clients. Getting involved with tenant and leaseholder customers to improve the service. Participating in resident forums and scrutiny activity under emh homes co-regulation model. Upholding the vision and values of the emh group and emh homes. Taking individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered. Respecting the confidential nature of personal information.

Commercial focused delivery model - value for money

Monitoring target completion dates and priority codes in relation to work orders to ensure maximum performance is achieved. Working to meet key targets on repairs and taking a proactive approach to identifying any issues that may adversely affect such targets being achieved. Ensuring maximum monthly income is achieved by allocating sufficient works per operative in line with key performance targets. Undertaking all necessary administration in relation to works orders. Ensuring that all works are correctly completed, and accurate costs applied to fulfil key performance and financial targets. Working to achieve Right First Time in respect of works and repairs, and championing a customer focused service. Raising, updating the status of, and completing works orders on all relevant ICT systems. Acting as the first point of contact for site technicians to resolve daily operational issues. Administrative data imputing to systems for monitoring and managing purposes to ensure services are efficient and effective.

Team

Providing regular updates to line manager. Occasional preparation and presentation of reports to team meetings and other internal groups. Establishing and maintaining effective communications with contract supervisors, ensuring that supply of resource is sufficient for demand. Ensuring a safe working environment in accordance with Health and Safety Regulations. Maintaining an awareness of current instructions circulated by staff meetings, departmental and group bulletins, circular letters or by verbal or written information given by you. Recognising and promoting emh group’s Equality and Diversity Strategy. Attending fire drills and staff meetings as required. Attending training events as required. Any other duties consistent with the role, including providing cover for other teams.

Training:

Customer Service Practitioner Level 2 Apprenticeship Standard.

Training Outcome:

There may be a full time position available for the right candidate however, please note that this is not guaranteed.

Employer Description:
With 22,000 homes, emh is one of the largest providers of social housing and care services in the East Midlands, working across 50 local authority areas. Diversity and inclusion sit at the heart of emh’s social ethos, driving its mission to ‘Improve Opportunities for People’. We invest in communities by tackling homelessness initiatives, providing financial inclusion support, involving residents in shaping services, as well as building high quality homes for rent and shared ownership to meet the diverse needs of our local communities. We are proud of our 1100 colleagues who make a difference for our residents every single day. We are committed to investing in our colleagues with continuous learning and development opportunities to develop and nurture talent to promote professionalism in service delivery. This includes apprenticeships and postgraduate programmes. A job with us is challenging, stimulating and rewarding. We offer a friendly, open environment and encourage professional development among all our employees.

Working Hours :
Monday - Friday, 09:00 - 17:00. 1 hour unpaid lunch.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Initiative,Non judgemental,Patience