Staff Name
Monday
Tuesday
Wednesday
Thursday
Friday
phone schedule
MarieOnlines (support Asim till under 50)

General Enquiries
New Waiting		Onlines (support Asim till under 50)

General Enquiries
Book In tenant



Onlines (support Asim till under 50)

General Enquiries
Book In tenant
Onlines (support Asim till under 50)

General Enquiries
Book In tenant
Onlines (support Asim till under 50)

General Enquiries
Book In tenant
11am - 12pm
Asim
Provisional booking today not paid can you look into:

Service #25947532

Online Bookings


Online Bookings
Reviews		Online Bookings

Online Bookings
Online Bookings
3pm - 4pm
Shannon
BACS/Provisionals

Complaint Support:

Ticket #242383
Ticket #240714 - can you double check George went there on saturday
Ticket #239636 - can you let the customer know that the magna clean service was not done and will refund the magna clean service
Ticket #224440 - offer free PAT test instead of free boiler service
Ticket #240063 - Hi Shannon can you apologise to customer if there was a mistake and assure her if booked in.

Shannon - do you know why this customer was not charged for a diagnostic - I know he was refunded the serrvice and cp12 that was done? E14 8AJ

Service #25605783 - do you know  why do we have to send Darren back?

Billing e-mails (please check for invoices as well)

Refunds

Invoice : Engineers

BACS and Daily List		BACS daily
Provisionals : Please let new person do this in front of you and than let me know how it goes
Billing Folder
Refunds
*Invoices
BACS


ignore duties in red
Start on outstanding: private* finished before lunch

Generate new private billing report

Also with Private Billing*
*phone than e-mail if no response
*after third attempt anything over 2 months old and under £50 - withdraw and put * on account
*if over £50 log as a legal notice which we will go through later

BBACS daily
Provisionals
Billing Folder
Refunds
*Open Rent report

BACS


Draft Invoice List, - the ones that have not been sent and job done can you send invoice and set to payment required - do as much as you can.








Continue from yesterday or start new report on private.

Please send me invoices from engineers

Also with Private Billing*
*phone than e-mail if no response
*after third attempt anything over 2 months old and under £50 - withdraw and put * on account
*if over £50 log as a legal notice which we will go through later


Work on agency Billing


Please do BACs

Check Provisionals and Reminders done by new staff member
----- Check report done correctly at that all number and e-mail gaps filled

Check message is blind copied

Billing Folder

BACS agency

EPC online let them know which jobs still outstanding

Go through private outstanding in billing folder

Go through private billing outstanding

Go through agency billing outstanding



Continue with Agency Billing

Notify Andrew of any legal notices to agencies

Expenses with Andrew

Freshbook cleaning. Continue from last spreadsheet on payments not received on freshbooks but completed on mh helpdesk. Also deleting invoices that their bookings have been cancelled or withdrawn (never carried out)

* Plumb Centre invoice (monthly) if not due
*Fresh books clearing / validating unpaid invoices
- spend 6 hours at most on this
Expenses (March on system)
BACS daily
Provisionals
Billing Folder

Finish off i
Engineers Invoices

EPC online statement

Plumb center statement



BACs
Provisional and reminders
Billing Folder

EPC Uk statement

BACS agency
Outstanding :  Continue
URBAN HABITAT

Freshbook cleaning. Continue from last spreadsheet on payments not received on freshbooks but completed on mh helpdesk. Also deleting invoices that their bookings have been cancelled or withdrawn (never carried out)

ID Cards for engineers

Mohammed Van Service


*Open Rent
*HR
*Service
*Engineer insurance - speak to Makeda if she has this first, Start compiling.
*Engineer CRB checks
*Vechile servicing monitor
----- milage record


12pm - 1pm
Deborah
Complaints support:
Ticket #242087 - can you find out for me if Aaron attended the second inspection and did test the boiler/fire place?
Ticket #238573 - can you ask Waqas to create a diagnostic report on this?

Can you look into these missing certs and if done or not?


Ash
Service #25611819 - no cert
Service #24610810 - no cert
Asim
Service #25436495 - not sure why withdrawn
Shannon
Service #25605783 - why do we have to send Darren back?
Waqar
Dream move - #25703626 - did he call NG to change ECV? Need to rebook in? - please rebook

Certificates
Status Updates

Schedule sms to all gas engineers that will need amount of co alarms  - important as we cannot order any more - so we no what areas we still can do co alarm booking for.

Cert enquiries
Cert follow ups

Reviews if you have time


Status update & Missing cert report
- please see slack message

If have time:
Certificate Enquiries
Certificate follow up
Reviews
Generals till 10am
Certificates
Status update -
Certificate Enquiries
Missing cert report




**		Certificates
Status updates
Certificate Enquiries
Reviews**

Certificates
Status updates
Certificate Enquiries
Certificate follow up
Missing certficates
Reviews

10am - 11am
Stephen
Brief

Stephen
Schedule good -
- I think Asim should come off phones from 10am - 11pm to get onlines down
Open Rent - put to open rent bookings in complaints - one is not on system, and the other not sure what happened
#Minor Complaints
#Going through gas engineers payments yesterday can you look into these services
Asim need to e-mail clients if non attendance 0
Asim not putting in tenants number is bookings so cannot do sm
Aaron
Service #24530547 - missing cert
Mind the flat - Service #24480102 - epc missing
Waqar
Service #24540131 - missing cert? 'new assigned?)
Service #24440082 - postcodes still seem wrong
Service #19466887 - why was this withdrawn
Service #24299222 - not sure what happened here? - waqar
Service #24451546 - Waqar took images at 10:15am but never told us non attendance - could some inform Landlord
Phil
Service #24449580 - Why was this waivered
Service #24476643 - Why was this waivered
Quotes*

Also can you take on stock check for co alarms - speak to me about it when you get time

Missing Certificate report

Daily List

Schedule Optimisation
  • enough booking per engineer (3 days forward)
  • post code optimisation - and errors forwarded and corrected by relevant staff member
  • checking that remedial/repairs booked in correctly.
     
Engineer Availability
  • Any areas that a fully booked in the next 4/5 days find out if you can get another engineer to help support area.
  • Cover for any engineers on holiday 
  • Ensuring schedule has notes of engineers working or not working


Quotes till 1pm - carry on after


Dbl checking missing cert report it matches Debs.


Monitoring (afternoon) - 

  • Checking how many on lines have been done;
  • Checking how many new waiting
  • Checking for any obvious mistakes such as invoice number and correct engineers for multiple services on same booking.
  • Checking progress on book in tenant and new waiting. 
  • Randomly check if clients have been e-mailed correctly for new waiting / book in tenant.
  • Check if phone calls are being distributed evenly. Push staff who are getting low scores to level up.
  • Check on progress with certificates
  • Check if status updates done and any engineers could not confirm if jobs were not done.
  • Review missing certificate report or generate your own for comparison.
  • Quotes - check if quotes have been done correctly, and e-mail responses.

Quotes - Continue

Complaints 'responses'

Schedule Check again to check ok for Daily List.

*support staff in all areas if needed
Allocating tickets

*Complaints

*Optimisation all engineers

*Engineer Gaps (this includes making staff aware of anyone covering)

*Missing certificate report exercise. - please see slack message

Daily List



__________________
Complaints lots ((again may need to be last on phone if any urgent complaints)

Schedule Optimisation
  • enough booking per engineer (3 days forward)
  • post code optimisation - and errors forwarded and corrected by relevant staff member
  • checking that remedial/repairs booked in correctly.
     
Engineer Availability
  • Any areas that a fully booked in the next 4/5 days find out if you can get another engineer to help support area.
  • Cover for any engineers on holiday 
  • Ensuring schedule has notes of engineers working or not working


Monitoring (afternoon)

  • Checking how many on lines have been done;
  • Checking how many new waiting
  • Checking for any obvious mistakes such as invoice number and correct engineers for multiple services on same booking.
  • Checking progress on book in tenant and new waiting. 
  • Randomly check if clients have been e-mailed correctly for new waiting / book in tenant.
  • Check if phone calls are being distributed evenly. Push staff who are getting low scores to level up.
  • Check on progress with certificates
  • Check if status updates done and any engineers could not confirm if jobs were not done.
  • Review missing certificate report or generate your own for comparison.
  • Quotes - check if quotes have been done correctly, and e-mail responses.

Complaints 'responses'

Prepare for Brief next day

Schedule Check again to check ok for Daily List.

*support staff in all areas if needed
Brief 
Punctuality report*
Manual Allocating tickets 

Complaints

Incorrect job on monday under Shannon - pls reschedule

General Enqurieis

Quotes

*Optimisation all engineers

*Missing certificate report exercise. - please see slack message


Daily List

__________________

Complaints ((again may need to be last on phone if any urgent complaints)

Schedule Optimisation
  • enough booking per engineer (3 days forward)
  • post code optimisation - and errors forwarded and corrected by relevant staff member
  • checking that remedial/repairs booked in correctly.
     
Engineer Availability
  • Any areas that a fully booked in the next 4/5 days find out if you can get another engineer to help support area.
  • Cover for any engineers on holiday 
  • Ensuring schedule has notes of engineers working or not working




Monitoring (afternoon)

  • Checking how many on lines have been done;
  • Checking how many new waiting
  • Checking for any obvious mistakes such as invoice number and correct engineers for multiple services on same booking.
  • Checking progress on book in tenant and new waiting. 
  • Randomly check if clients have been e-mailed correctly for new waiting / book in tenant.
  • Check if phone calls are being distributed evenly. Push staff who are getting low scores to level up.
  • Check on progress with certificates
  • Check if status updates done and any engineers could not confirm if jobs were not done.
  • Review missing certificate report or generate your own for comparison.
  • Check failed certificate responses
  • Quotes - check if quotes have been done correctly, and e-mail responses.
Quotes - Continue

Complaints 'responses'

Schedule Check again to check ok for Daily List.

*support staff in all areas if needed
***** Check e-mail Delecia is sending to open rent on outstanding certificates


Follow up on Powerflush for Alkan if paid for mONDAY

Allocating tickets
Pls check if these were done yesterday -

Schedule Gaps and Optimisation - ask Delecia to reschedule any bookings

Complaints

Any urgent General Enquiries

Quotes

Missing certificate list

Daily List
__________________


_____-____________
Last on phone

*Schedule Gaps for next week

Also clear general enquries throughout the day

Complaints ((again may need to be last on phone if any urgent complaints)

Schedule Optimisation
  • enough booking per engineer (3 days forward)
  • post code optimisation - and errors forwarded and corrected by relevant staff member
  • checking that remedial/repairs booked in correctly.
     
Engineer Availability
  • Any areas that a fully booked in the next 4/5 days find out if you can get another engineer to help support area.
  • Cover for any engineers on holiday 
  • Ensuring schedule has notes of engineers working or not working


Monitoring (afternoon)
  • Checking how many on lines have been done;
  • Checking how many new waiting
  • Checking for any obvious mistakes such as invoice number and correct engineers for multiple services on same booking.
  • Checking progress on book in tenant and new waiting. 
  • Randomly check if clients have been e-mailed correctly for new waiting / book in tenant.
  • Check if phone calls are being distributed evenly. Push staff who are getting low scores to level up.
  • Check on progress with certificates
  • Check if status updates done and any engineers could not confirm if jobs were not done.
  • Review missing certificate report or generate your own for comparison.
  • Quotes - check if quotes have been done correctly, and e-mail responses.
Complaints 'responses'

Prepare for Brief next week

Schedule Check again to check ok for Daily List.

*support staff in all areas if needed
Complaints
Generals to 11am
Quotes to 12pm

Schedule Gaps inform staff for next week

Missing cert report to send to me


__________________
Last on phone
Generate a book in tenant report for Hollie from Jan
Generate a new waiting report for Hollie from Jan

Complaints ((again may need to be last on phone if any urgent complaints)

Schedule Optimisation
  • enough booking per engineer (3 days forward)
  • post code optimisation - and errors forwarded and corrected by relevant staff member
  • checking that remedial/repairs booked in correctly.
     
Engineer Availability
  • Any areas that a fully booked in the next 4/5 days find out if you can get another engineer to help support area.
  • Cover for any engineers on holiday 
  • Ensuring schedule has notes of engineers working or not working


Monitoring (afternoon)
  • Checking how many on lines have been done;
  • Checking how many new waiting
  • Checking for any obvious mistakes such as invoice number and correct engineers for multiple services on same booking.
  • Checking progress on book in tenant and new waiting. 
  • Randomly check if clients have been e-mailed correctly for new waiting / book in tenant.
  • Check if phone calls are being distributed evenly. Push staff who are getting low scores to level up.
  • Check on progress with certificates
  • Check if status updates done and any engineers could not confirm if jobs were not done.
  • Review missing certificate report or generate your own for comparison.
  • Check failed certificate repsonses
  • Quotes - check if quotes have been done correctly, and e-mail responses.

Complaints 'responses'

Prepare for Brief next day

Schedule Check again to check ok for Daily List.

*support staff in all areas if needed
Off phone from 9am - 10am


Shirin    Send Electrical, EPC, and PAT certs

Ask Debs if you can send one of the engineers gas certs - probably Alkan or Aaron easiest.

Book in tenant



Co alarms – report – training
Expenses – training
Optimisation : Job count, priority engineers,