Planning Team Manager

• Position: Planning Team Manager
• Reporting to: Head of Clúid Works
• Location: Dublin1 (Hybrid)
• Contract type: Permanent
• Salary: €57,224 – €78,683 DOE

Manage and direct all inbound and outbound Planning Team operations ensuring that Clúid residents,  
staff and other stakeholders receive the required levels of service. Assist in implementing and  
reviewing Planning team procedures and policies.  
 
Provide other departments within Clúid with relevant information. Monitor trends and report findings and anomalies to the relevant teams. Serve Clúid’s customers well by delivering a high standard, efficient customer service. Represent Clúid in the best possible way.

Service Development and delivery 

• Plan and supervise changes and manage the daily operations of the Planning Team.
• Manageappropriate staffinglevels and rosters.
• Monitor all inbound & outbound calls to improve the quality of call interactions, minimise errors and achieve a high-quality service.
• Provide management support and effective leadership to the Planning team, ensuring employee commitment to achieving service delivery
• Supervise the workflow to ensure the effective management of demand volumes
• Manage relevant administrative tasks provided by the Planning team
• Maintain current knowledge of industry new developments, productions, and involvement in network communication and work scheduling
• Create and drive an ethos of continuous improvements
• Set and deliver high levels of performance with regard to team KPI’s and initiate appropriate actions to ensure that KPI’s are met
• Ensure that all services are delivered in accordance with agreed policies and procedures of Clúid
• Prepare and present performance management reports for the Head of service
• Record statistics, performance levels and prepare reports as requested
• Handle complicated customer enquiries or complaints incl. escalated queries
• Control, monitor and review the delivery of services in accordance with agreed targets and
• services standards of the Organisation
• Work closely with the Operations Manager/Field Supervisors to help achieve regional/national objectives
• Monitor the resources, tools and aids to support staff in their work, including IT and telephony
• systems.
• Develop and maintain relationships with all of your key internal and external customers’ contacts and provide support where necessary.
• Manage and continually develop data and reporting requirements that both enhance and improve the effectiveness and efficiency of our repairs service.
• Collaborate with the Operations Manager and use appropriate data and information to monitor individual and team performances, reporting to Head Service as appropriate.

Budgets 

• Effectively manage budgets and other resources under your control as delegated by the Head
• of Service.
• Forecast and analyse information against budget statistics on a weekly or monthly basis as required by the Head of Service.
• Identify value for money opportunities across the Planning Team.

People Management 

• Collaborate with People & Culture to ensure the best candidate/s are recruited for any vacancy in your team, to develop a thorough induction plan and actively manage the probation process.
• Manage individual performance and maintain the morale and motivation of employees.
• Appraise performance and provide appropriate training and development of staff.
• To promote a culture which is supportive of excellent service delivery and meets Clúid’s vision, mission and values.
• Ensure that safe working practices are adhered to in accordance with policy.
• Manage staff and team engagement activities.
• Manage disciplinary and grievance issues in accordance with the staff handbook.
• Maintain a strong understanding of the operational aspects of the business through investing time spent with direct reports within their respective areas of work.
• To support, educate and develop staff to ensure that they have the rights skills and tools to deliver excellent services to the customer and are given the opportunities to develop and excel in all that they do.
• To support in the development of a Clúid Work’s planning team learning and development programme that ensures continual professional development of our staff and team.

Customer Service 

• Provide a comprehensive service to all customers using customer feedback to improve and develop services within the Planning team.
• Respond effectively to customer complaints and comments in accordance with policy.
• Use both customer and field-based feedback to propose and develop services with the Clúid Work’s planning team.
• Manage the workflow to ensure the effective management of all customer contact channels.
• Ensure that the customer experience standard set by Clúid Work’s is understood within the team to ensure consistency of approach.
• Notify the Head of Clúid Works of any issues with business partners that may impact on the ability to deliver services.

Change Management  

• Ensuring continuous improvement through collaboration with the business Project Management Office.
• Work with the business to understand and develop new service and support areas appropriate to the Clúid Works planning team.
• Manage the support of staff through change, fostering a strong sense of organisational working and joined up approach to change projects.
• Contribute to the development of corporate policies, procedures and strategies.

 Corporate Responsibilities  

• Ensure all activity is aligned to Clúid’s values and contributes to the mission of supporting the development of thriving communities.
• Adhere to all Clúid policies and procedures at all times.
• To exercise discretion at all times.
• Demonstrate high standards regarding both Clúid’s and your own wellbeing, health and safety requirements.

• Firm but empathetic management style
• Ability to prioritize and manage conflicting demands
• Strong IT skills including word, excel and bespoke property management &
• scheduling systems
• Track record in customer service
• In depth knowledge of Call Centre telephony systems
• Financial control and budget management experience

• 5 years’ experience in a similar role
• 3rd level qualification in relevant field
• Working in a domestic property/construction/repairs setting
• Working in a customer focused organisation with frequent customer contact
• Working to SLA’s
• Complaint handling
• Report collation and analysis
• Identifying and reporting trending issues
• Experience of team management including performance management, recruitment, motivation, disciplinary & grievance handling, feedback skills
• A detailed understanding of practical repair solutions
• In depth knowledge of Call Centre telephony systems
• Financial control and budget management experience
• Ability to analyse wide ranging information to monitor & report on trends