RQ1791074 – Operational Resource Planner – Grade D

Job Details

Work Pattern: Monday–Friday, typically 8:00am–4:00pm, with occasional late shifts of 9:30am–5:30pm , 37 hours per week

PAYE Pay Rate: £14.36 per hour

Main Purpose of the Role

To support the delivery of an efficient repairs service by coordinating and scheduling daily workloads for tradespeople and contractors. The postholder will manage appointments, maximise available resources, maintain accurate records and ensure service performance targets are achieved while delivering excellent customer service to tenants and stakeholders.

Typical Day Overview

  • Review daily workloads and allocate repairs appointments to tradespeople and contractors.
  • Coordinate diaries and schedules to ensure resources are used efficiently and appointments are managed effectively.
  • Monitor progress against service targets and key performance indicators (KPIs).
  • Respond to tenant enquiries, resolve scheduling issues and provide updates by telephone and email.
  • Update computerised systems, maintain accurate records and analyse scheduling data.
  • Liaise with colleagues, contractors and other stakeholders to address operational challenges.
  • Prioritise urgent requests, manage competing deadlines and ensure the smooth delivery of the repairs service.
  • Maintain high standards of customer service while ensuring value for money and efficient resource planning.

Key Responsibilities

  • Coordinate and schedule daily workloads, appointments and diaries for tradespeople and contractors.
  • Monitor workloads and resources to ensure repairs are completed efficiently and service targets are met.
  • Resolve scheduling conflicts, appointment issues and operational challenges.
  • Maintain accurate records using computerised and manual administrative systems.
  • Input, update and analyse data using relevant IT systems.
  • Communicate professionally with tenants, members of the public, colleagues and contractors.
  • Respond to enquiries by telephone, email and face-to-face, providing clear and helpful information.
  • Work to tight deadlines and performance targets while maintaining accuracy.
  • Prioritise competing tasks and use initiative to resolve problems.
  • Support the effective delivery of a customer-focused repairs service, ensuring value for money and high standards of service.

Essential Requirements

  • Proven experience coordinating appointments and managing diaries for large teams in a fast-paced environment.
  • Strong administrative skills, including accurate record-keeping.
  • Experience using computerised and manual office systems.
  • Experience communicating directly with members of the public.
  • Ability to work under pressure and meet tight deadlines and performance targets.
  • Strong written and verbal communication, numeracy and literacy skills.
  • Excellent organisational, prioritisation and problem-solving abilities.
  • Ability to work independently and as part of a team.
  • Proficiency in Microsoft Office, particularly Word, Excel and Outlook.
  • Confidence using IT systems to input, manage and analyse data.
  • NVQ Level 2 in Business Administration, Customer Service, ICT or equivalent relevant experience.
  • Professionalism, integrity and a commitment to equality and diversity.
  • Availability to work the required hours, including occasional late shifts.

Desirable Requirements

  • Awareness of housing management, property repairs or maintenance services.
  • Understanding of service delivery within a multicultural community.
  • Experience working in a value-for-money-focused environment.
  • Advanced organisational skills and experience managing manual and electronic diaries.