Job Description

Job Title: Property Services Planner
Contract Type: Permanent
Salary: £34,280.35 Per annum
Working Hours: 35 Hours per week
Working Pattern: Monday-Friday Hybrid
Location: Camden, London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Property Services Planner

You will be responsible for planning the schedule of operatives within the Property Services Operations. You will ensure the provision of effective and efficient administration surrounding the repairs, services, compliance works and other technical projects. Supporting your team leaders, managers and operational teams to achieve KPI’s. Although you may predominantly cover one area, you may be asked to support/cover other areas as the business needs.

About you

We are looking for someone with

• Good level IT skills and literacy
• Good communication skills, both oral and written
• Self-motivated, resilient, assertive and confident
• Proven experience of excellent customer service skills

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role profile

• Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner.
• Work as part of a high performing team and ensure your actions are supportive of the team being successful.
• Answers phones, emails, CRM cases and schedules and confirms appointments and inputs data into the system.
• Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works; ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs.
• Ensuring that operatives are working efficiently, and operative workload is maintained in line with the WIPs (Works in progress).
• Phoning residents to ensure access is gained for works.
• Work with emergency appointments and resolve scheduling conflicts.
• Ensuring that subcontractors are completing jobs on time, and they submit completed documents and photographic evidence correctly ready for supervisor’ review and contractor payment
• Escalate any operatives/ contractors’ issues to the relevant surveyor/manager
• Ensuring you have the “first time fix” approach.
• Assisting operatives/ supervisors / surveyors / complaints officers
• Assisting in the investigation and resolution of complaints (informal and formal) and expressions of dissatisfaction with the service
• Maintaining the team inbox and the CRM cases and answering queries.
• Updating the system with relevant information
• Other administrative duties to support Property Services and liaising with other departments where necessary.
• Any other reasonable duties to support service delivery.

• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role, albeit that regular support will be required to teams in Camden and Dartford
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Knowledge, Skills and Experience

Essential:

• Experience of working in the Housing/Property sector

Good level IT skills and literacy
• Good communication skills, both oral and written
• Self-motivated, resilient, assertive and confident
• Proven experience of excellent customer service skills
• Excellent time management, planning & organisational skills
• Ability to work under pressure in a fast-paced environment
• A passion for delivering excellent customer service
• Strong customer experience ethos
• Able to work alone or as part of team, demonstrates company values e.g. customer first.

Desirable:

• Experience using Dynamic Scheduling system
• Experience using Job Management Software