Neighbourhood Services Planner - 3 months

Job Title:  Neighbourhood Services Planner - 3 months

Salary £28,680 pro rata 

Overall Purpose of Job

• To work closely with managers & front-line staff to ensure that the deployment of resources is carried out in the most effective way.

• To co-ordinate, manage and allocate the work/appointments for the Neighbourhood Services Team and contractors (if required). 
• To enter work appointments onto the systems and ensure that appointments are kept as they are scheduled.
• Responsibility for ensuring that Neighbourhood Services Operatives, Cleaners & Cleaning Operatives are allocated works correctly and in a way that helps them meet all the required service targets.

 Main Responsibilities

• Schedule and allocate work for the Neighbourhood Services team.
• To ensure that the team communicate in a timely and accurate manner about the progress of work.
• Responsibility for re-scheduling jobs in the event of an unplanned events that may occur and to contact the tenant directly to agree any changes and agree new appointment dates.
• To communicate any changes/updates to appointed work directly with the affected team members.
• To bring to the attention of the Neighbourhood Services Management Team about matters of work quality, timeliness and potential HR issues concerning the team.
• Responsibility for ensuring that the appointment processes are being followed by all users, such as the Customer Advisors.
• To provide the Customer Experience Team, and other relevant teams with regard to any changes/issues that may affect the effective prioritising, appointing & completing works.  
• To ensure that our materials suppliers have the required materials available for future appointed works.
• To be the contact point for holidays/sickness and onward communication to Team Leaders or the Operations Manager for approval.
• To develop system performance information that gives an overall view of the service provision and possible improvement required.
• Recommend service improvement options team and implement when required in liaison with service managers & front line teams.
• Plan and organise resources required for a range of neighbourhood based events throughout the year to promote the Neighbourhood Services team and other projects as directed by the line manager.
• To assist with customer consultation and ensure effective delivery of written communication to customers.
• To provide information & data in response to customer complaints or queries.
• To cover for Concierge when required to maintain customer service delivery.
• To deputise for the Neighbourhood Services support & performance manager when required.
• To work outside normal working hours as required.

Creativity & Innovation

• Development of database, spreadsheets and other electronic methods of compiling data.
• Use of initiative to interpret statistical information and returns.
• Creation of processes and procedures to enable an efficient and improved service.
• Develop and introduce new methods of working to improve service delivery to customers.
• To evaluate, develop and implement processes and procedures to enable an efficient and improved service.
• The ability to apply individual thinking to solving problems and dealing with operatives and cleaning operatives and customer enquiries or issues.
• To work in partnership with external partners, customers and other teams to ensure the service is responsive and provides value for money.
• The ability to solve problems and make timely decisions within legislative and policy guidelines.

Contacts & Relationships

• Frequent contact with customers to provide information regarding their appointments and other relevant information.
• Contact with the Neighbourhood Services team on a daily basis, with regard to scheduled appointments, work requirements, materials availability, and other relevant issues, in order to ensure work is completed as set agreed.
• Regular contact with contractors and external partners (e.g. Grounds Maintenance contractors, NLC) with regard to plans for situations for ongoing and planned work in our Neighbourhoods).
• Frequent daily contact with the Neighbourhood Services Supervisors, Team leaders,  Managers, Head of Service & managers from other Ongo teams to help set out plans for service delivery and produce data as required
• Some contact with Elected Members in relation to works and issues with work being carried out within their area/s.

• Customer Experience & other teams within Ongo (e.g. Tenancy Services) to ensure that the service operates effectively for all.
• Promotion of the Neighbourhood Services Team and Ongo by helping to deliver community events in co-ordination with staff from other teams, customers, and external partners.

Decision Making – Discretion

• Decide on most appropriate use of operatives, cleaners, cleaning operatives & contractors time (e.g. Grounds maintenance contractor).
• Ability to make timely and effective decisions regarding service delivery and resource deployment.
• Prioritising work to meet varying deadlines.
• Deciding on appropriate ways to deal with complaints and enquires & assigning to the appropriate person where necessary,
• Decide on appropriate levels of resource requirements on a daily basis and proactively highlight where extra resources may be required.

Decision Making – Consequences

• Use of initiative to determine priorities when dealing with problems and queries.
• Make effective decisions on the correct manner of dealing with complex situations regarding the health and safety of Ongo’s tenants.
• Makes appropriate decisions that produce a positive outcome for our customers and other stakeholders.
• Decisions on resource deployment and completion of works could have a detrimental impact on the reputation of Ongo and the customer satisfaction results for the service area.

Responsibility for Resources

• General administrative equipment and materials.
• Laptop, phone.
• Ordering of materials required to deliver the service.
• Ordering of relevant documentation required to deliver the service (Eg waste transfer notes).

Work Demands

• Ability to work flexibly and on occasions outside normal working hours.
• Rota – currently 7:30 -15:30 & 8:30 to 16:30.
• Conflicting priorities would be incurred during periods of high demand from customers/the Company and due to absence of other colleagues.
• The post holder will be working across a range of activities and multiple priorities may apply to these.
• The post holder will be required to meet strict deadlines to ensure service delivery. These will be set by management and may be subject to constant change with little or no notice.
• The post holder will at times be required to carry out different tasks the organisation, which may arise to ensure the goals of the section are attained.

Physical Demands

• General duties, keyboard working, regular use of ICT equipment.

Working Conditions

• The work can be home, or office based.

Work Context

• Possible risk from dealing with members of the public by telephone in the office or in their homes.

Knowledge, Skill & Experience Required

• IT literate with good knowledge of spreadsheets, databases, purchase ordering etc

• Ability to deal with members of the public sensitively, confidentially and in a polite and respectful manner.
• Excellent communication skills, both oral and written.
• Experience of working in a team.
• Experience of working within a busy office and dealing with works of a technical, trade, grounds maintenance or caretaking nature.

• To have a customer focused approach to work.
• Flexible and cooperative approach to ensure high level of service delivery to customers and other teams.

• Some knowledge of supervision would be desirable.
• Ability to prioritise work to meet deadlines is essential.
• Flexible and use the ability to use your own initiative.
• The ability to work under pressure and to tight deadlines.

Health & Safety

To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately.

Equality & Diversity

• To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with.
• To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To treat everyone with dignity and respect at all times.

Environment & Sustainability

• To ensure the environment and sustainability policies are understood by the post holder
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans

Position in Organisation

Although no direct staffing responsibility, the post holder will have to supervise the delegation of tasks and work to staff within Neighbourhood Services.

Two planners share the responsibility of managing 25 DRS diaries.

CLOSE DATE FOR APPLICATIONS - THURSDAY 9 MAY
INTERVIEWS TO BE HELD WEEK COMMENCING 13 MAY