Reporting & Planning Coordinator

at  Arcus FM

Overview:
Due to continued growth, we have newly created Reporting & Planning Coordinator role, based at our Redditch site on a permanent basis.
You will assist the Reporting & Planning Manager in pro-actively managing work orders which are aged, running out of SLA, awaiting parts, hire, permits, two man and accepted quotes mitigating the risk of failure.
Working 5 days out 7 in a week with work window between 7am and 7pm

About the Job:

• Support Manager to monitor all work orders to ensure they are on track to meet the agreed SLAs.
• Identify work orders that are at risk of failing to meet SLA requirements and take immediate action to address potential issues.
• Manage work orders requiring parts and ensuring these are completed within SLA parameters or being escalated appropriately.
• Identifying process gaps to drive performance with work order management, addressing oldest work orders or work orders which have had excessive ETA moves and managing through to completion.
• Collaborate with engineering teams, dispatch, and other stakeholders to implement corrective actions to mitigate risks.
• Act as the central point of contact for complex work orders, ensuring clear communication between teams.
• Liaise with customer service teams to communicate any potential delays to customers and manage expectations.
• Provide support to team members on best practices for work order management
• Attend meetings with key stakeholders to support analysis and findings.

Skills required

• Knowledge of field-based planning & scheduling operations is preferable including good knowledge of CAFM, and customer service best practices
• Understanding and experience of the retail industry desirable
• Problem-Solving: Capable of quickly identifying issues and developing effective solutions.
• Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Attention to Detail: High level of accuracy and attention to detail in monitoring SLAs and managing risks.
• IT literate with experience of MS Office applications i.e. Word and Excel
• Excellent administration and time management skills
• Ability to work under pressure and meet tight deadlines
• Process management & continuous improvement ethos
• Relationship management - team working / collaborative

To be successful you will have::
You’ll be a confident, self-motivated, empathetic individual with strong communication skills. You’ll be detail conscious with a strong focus on achieving a high level of customer service. You’ll be capable of handling sensitive and confidential information capturing this onto multiple IT systems whilst working with conflicting deadlines.
This is a 40-hour per week role, working 7am – 7pm across 7 days, therefore flexibility is required.
For this role you’ll have experience of working within a fast-paced time pressured customer service role, within any industry and sector!

Please refer the Job description for details