Senior Planner Team Leader
J Tomlinson is an established, privately-owned company with a substantial heritage and wealth of experience in delivering integrated building solutions tailored to public and private sector clients. Due to our continued success and on-going commitment to providing a world-class service to our customers, we are looking to recruit Senior Planner Team Leader.
Our extensive portfolio of services includes the provision of Construction, Commercial Refurbishment, Repairs and Maintenance, Engineering Services, Regeneration Programmes, Energy Efficiency and Renewables, and Facilities Management. We offer a totally integrated building solution.
Objectives / Purpose of Role
To assist the Customer Services Manager in developing a Customer Services Team that achieves high levels of customer satisfaction by delivering first class customer service.
To be responsible for leading, supervising and developing a team of Customer Liaison Officers / planners in the provision of a customer focused repairs, maintenance and service.
To be a subject matter expert and super-user for IFS within the Customer Services Team.
To ensure an efficient, effective, courteous and professional service to all service users.
Plan & Monitor Workload: • To lead and manage a team of customer liaison officers and/or planners delivering comprehensive, customer focused advice and support and ensuring operational processes and procedures are adhered to • To ensure that legal, statutory and any other relevant provision governing or affecting the service area are strictly observed. • To plan, co-ordinate and manage resource for the customer service team ensuring adequate cover across all services at all times • To monitor and review performance of contracts and ensure delivery against operational plans, targets and policies (including regular attendance at client meetings) • To contribute to the effective running of the service area through attendance at meetings and training events as required. • To be accountable for team performance by ensuring service delivery is of the highest standard • To support the Customer Service Manager in recruitment and induction of new employees
Resolve Problems: • To act as complaints administrator for the customer service centre, effectively managing complaints and compensation claims in accordance with the 3C’s process • To implement solutions to improve performance and promote best practice • To manage a continuous programme for reviewing and re-engineering existing processes and internal procedures to ensure efficiency
People Management & Development: • Lead, develop and motivate a team to ensure that the service is leading-edge, both from within and outside the organisation. • To supervise and develop Customer Liaison Officers/Planners, displaying leadership and team building skills • Actively monitor, review and manage individual staff performance in relation to service area key performance/targets/deadlines and the Company’s required standards of performance and conduct. This will involve discussing and providing regular feedback to staff on their individual performance in line with Team Leader objectives, absence management including return to work interviews, 121’s, management and recording of underperformance performance and undertaking of annual reviews. • Monitor and review performance of individuals and teams through the analysis of key data to produce relevant and meaningful reporting statistics • Provide ongoing coaching, support and training to existing and new team members to improve team morale and to ensure that they are fully equipped to carry out their role and understand the standard of performance required from them • Actively promote the ethos of continuous service improvement by encouraging team working and openness in which all employees share a common sense of purpose • Support the succession planning and progression of employees within the team
Reporting: • To be the client point of contact and accountable for performance and client satisfaction for administrative tasks • To ensure all daily, weekly and monthly reports, monitoring and processes are completed in line with individual contract requirements • To collate and analyse monthly reports and provide updates on the performance of individual contracts to the Customer Service Manager • Other duties which are broadly consistent with the job description and level of the post.
Apply for this Job
If you wish to apply for this position please ensure you fit the criteria above. Please send a CV and covering letter stating why you would be an excellent candidate for the role using the form below.
Due to a high volume of applications we receive we regret that we cannot respond to everyone and may only contact you if your application is successful.
J Tomlinson is proud to be recognised as a Disability Confident Committed employer. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.