Job Description

Our business

East West Compass Ltd (Trading as Compass) is a part of East West Connect Group and created for the purpose of delivering the Peabody Reactive and potentially planned works streams Contract but the with the long-term goal of providing reactive and planned maintenance services for social housing clients throughout London and the home counties.

East West Compass's primary focus is on building its reputation for high quality service and excellent customer support - to be reliable, easy to deal with and empathetic in all aspects of our service delivery.

PURPOSE OF ROLE

To manage at team of planners / schedulers and the day-to-day activities of the reactive and or planned repairs service to ensure that:

The performance customer service targets are continuously met.

To provide high quality, professional administrative support to the business.

To work alongside the senior management team to maintain our service delivery, administrative systems.

To provide the most efficient service delivery, delivering the highest levels of customer service while ensuring compliance with legislation and company procedures.

REPORTING

You will report to the Reactive Maintenance Director and Managing Director and Chair in the absence of other hierarchy

MAIN DUTIES

Manage all resource planning activities to ensure maximum efficiency Enable K.P.I's to be met weekly by ensuring all jobs and appointments are met Check K.P.I performance weekly and analyse service failures to implement solutions All reporting sent via business management are inspected and updated by yourself or your team promptly. As a Senior Planner you will be responsible for the efficient and effective daily planning of reactive repair works across London. You will also be responsible for checking the operative's daily workload daily. Spot checking jobs to ensure they have been raised correctly and highlighting and recording any area of concern with the Service Manager. Review completed jobs and provide feedback regarding operative performance in line with planner's feedback. Ensure there is a structured approach to planning in works for the operatives by the team of planners. Work with the service manager, review incoming call data and make sure the contact centre is Staffed accordingly. Carry out regular 1-2-1 reviews with planners and effectively performance manage. Reporting any absences/lateness of engineers and planners to the Service Manager. Manage any exceptions; customer complaints both written and manager call backs and adjust workloads to deliver the most efficient service possible. Pick up call outs and overnight issue's and ensure completion of job and relay updates to customers and Service Manager. Manage call out rota's and weekend works, ensuring that East West Compass maintain a 24/7 service to our clients as required. Raise new calls in accordance with SLA's. Work with the team to identify Out of scope works and drive through the correct operational and commercial processes. Understand specialist works processes and assign subcontractors and provide confirmation of their attendance to site. Ensure all job updates are relayed clearly back to the customer, through liaison with operatives. Make sure the planning team record clear updates on the Job management system. Review WIP and follow-ups on a regular basis as discussed with management. Review any planned works streams and look for efficiencies with planning in/attending properties. Ensure the planning team answer switchboard calls and respond to general queries in a timely and professional manner also help answer calls during busy periods in the mornings & afternoons. Provide administrative and or phone cover during absences and break periods. Review and check all mailboxes regularly throughout the day and make sure all emails are responded to in a timely and professional manner against SLA's of 48 hours. Chase Parts orders daily and ensure prompt delivery of parts for works. Escalate any concerns to the relevant supervisors. Working with the stores and supervisors to monitor returned goods by operatives and make sure jobs have notes about materials updated/credits are requested for jobs no longer being worked on . Ensure customer satisfaction is high and internal dashboards /reports to drive efficiency in the planning of work. Provide a daily handover to Out of hours teams of any emergency jobs not attended throughout the day. Attend meetings as requested with the Service and or Contract Manager to review active jobs and any issues effecting operational efficiency. Supporting engineering supervisors and contract managers with various engineer & H&S Audits. Understanding and Assisting with the gas servicing and voids processes to be able to step in and support these teams where necessary. Work with the commercial team to identify any improvements within the planning team that could improve out of scope capture or improve processes. Input into further IT developments required to improve the service delivery. Train, mentor and motivate individuals

SKILLS & KNOWLEDGE

You will have a Social Housing / Property Services background. Experience of working in a Repairs and Maintenance administration environment. Experience of managing a small team answering a high number of calls direct from customers and Operatives. Work in a fast-paced high-pressured environment with the ability to remain calm under pressure and multitask. Outstanding communication skills both internal and external both verbally and written. The ability to effectively priorities your workload and build relationships with key stakeholders. Excellent attention to detail. A proactive/can do attitude to work. The ability to work on own initiative and take full ownership of role. Good excel knowledge and ability to interpret and manage data. The ability to follow process. Ability to pick up new processes in a fast-changing environment. Ability to motivate a team. Able to problem solve and think quickly when presented with an issue
Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension Cycle to work scheme Life insurance
Schedule:

Day shift Monday to Friday
Application question(s):

Will you now or in future require sponsorship for employment visa status?
Education:

Bachelor's (preferred)
Experience:

Reactive Maintenance Planner: 5 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 01/08/2025
Reference ID: EWC002