Warning
This job advert has expired and applications have closed.
Resource Scheduler
| Posting date: | 28 April 2025 |
|---|---|
| Salary: | £30,868 per year |
| Hours: | Full time |
| Closing date: | 12 May 2025 |
| Location: | Teddington, South West London |
| Remote working: | On-site only |
| Company: | Richmond Housing Partnership (RHP) |
| Job type: | Temporary |
| Job reference: |
Summary
Connect with what you’ll do
In your role you’ll:
• Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webchat, webform, face to face and social media within service level agreements
• Support customers to access our services online
• Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording competed tasks appropriately within service level agreements
• Ensure operatives have the ability to perform jobs to an optimum level and that they are aware of their schedules
• Ensure all operative activity, including out of hours jobs and downtime is processed within calendars and that returned or rejected tasks are reallocated
• Ensure that all tasks for operatives and subcontractors (emergency, urgent and routine) are allocated with an agreed appointment
• Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate
• Ensure that start times, finish times, completion notes, worksheets and completion photos are recorded when completing jobs
• Report on and analyse operative performance data in order to identify problems and develop and implement innovative and new ways of working that put our customers at the heart of our services and drive performance.
Connect with how you’ll do it
We’re looking for someone with experience of:
• Delivering first-class customer service, preferably in repairs.
• Investigating, evaluating and responding to situations quickly
• Confident use of IT systems including Word, Excel, Powerpoint, databases and email
The key behaviours we expect in the role include:
• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Communicating clearly, concisely and thoughtfully both verbally and in writing.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
• Championing collaborative working across the organisation.
• Building trust by doing what you say you will.
• Holding your hands up if you make a mistake and quickly re-focus to put things right.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Demonstrating a good understanding of GDPR and data requests.
In your role you’ll:
• Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webchat, webform, face to face and social media within service level agreements
• Support customers to access our services online
• Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording competed tasks appropriately within service level agreements
• Ensure operatives have the ability to perform jobs to an optimum level and that they are aware of their schedules
• Ensure all operative activity, including out of hours jobs and downtime is processed within calendars and that returned or rejected tasks are reallocated
• Ensure that all tasks for operatives and subcontractors (emergency, urgent and routine) are allocated with an agreed appointment
• Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate
• Ensure that start times, finish times, completion notes, worksheets and completion photos are recorded when completing jobs
• Report on and analyse operative performance data in order to identify problems and develop and implement innovative and new ways of working that put our customers at the heart of our services and drive performance.
Connect with how you’ll do it
We’re looking for someone with experience of:
• Delivering first-class customer service, preferably in repairs.
• Investigating, evaluating and responding to situations quickly
• Confident use of IT systems including Word, Excel, Powerpoint, databases and email
The key behaviours we expect in the role include:
• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Communicating clearly, concisely and thoughtfully both verbally and in writing.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
• Championing collaborative working across the organisation.
• Building trust by doing what you say you will.
• Holding your hands up if you make a mistake and quickly re-focus to put things right.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Demonstrating a good understanding of GDPR and data requests.