You will be working in a call centre environment with other Resource Controllers and be responsible for allocating Operatives and Sub-Contractors to repairs at the appointment time requested by the customer. Your primary responsibility will be to plan and schedule future appointments to the available resources and liaise with the repair teams advising them when we are at capacity for appointments. To succeed in this role it is essential you have a positive, professional and versatile attitude and are able to make rational and proactive decisions in a constantly changing and dynamic environment.
Key Responsibilities:
- Work closely with the other Resource Controllers to ensure efficient and effective resourcing of appointments between teams and provide cover for the other Resource Controllers in periods of absence.
- Scheduling of repair appointments based on our Operatives skills, availability and locality to the jobs ensuring we meet the appointment times requested and keep travel time and idle time to a minimum.
- To plan ahead for future appointments, be aware of any issues that could prevent you from meeting the appointments raising any concerns with the Lead Resource Controller.
- Understand how many repairs are booked in and how many operatives you have available to carry out the repairs.
- To constantly monitor the job management system screens to ensure when a job requires you to act you take action, or if uncertain pull on your line manager/supervisor for assistance.
- Oversee the Operative screen to ensure Operatives are arriving at their next jobs efficiently.
- Ensure you understand the end-to-end process of delivering the perfect repair for the customer and your key responsibilities in achieving this as well as understanding key responsibilities of others in that process.
- When issues/queries are identified escalate to your line manager/supervisor to ensure it gets acted upon and resolved.
Skills / Knowledge Required:
- Previous working within operational / logistical resourcing role is ideal
- Comfortable in a dynamic and evolving environment demonstrating a level head to the team and enjoy the challenge.
- Able to communicate with the workforce and be able to remain professional even when issues are contentious.
- Able to deal with lots of activity, and remain focused on what you are dealing with.
- Able to organise, prioritise and schedule jobs to meet appointments by planning into the future.
- Have good computer skills in MS Office and be comfortable in using job management systems.
- Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken be each trade group. (Desirable)
- Understanding of the Geographical Portsmouth City area. (Desirable)
Additional Information
- 40 hours per week Monday to Friday (Office Hours)
- 23 days holiday
- Life Assurance
- Pension