Job Description
Customer Service Planner - WD
What you will do
Delivering a first class customer service to our customers. You will be coordinating engineer activities nationwide, planning the workload of our engineers up to 28 days ahead to make sure we fulfil our customers' requirements within the agreed SLA's. Delivering an excellent level of client liaison to ensure high levels of customer satisfaction. Making sure any required equipment the engineer requires is on site, including Permits and risk assessments is arranged in time for the engineer to attend.
How you will do it
Work closely with your manager to support the Service Manager and Field Line Manager to meet the customer expectations.
Attend daily/weekly/ monthly meeting with service managers and FLM'S on teams to enhance both internal and external working relationships to ensure a clear understanding of how the planning of the RI & PPM's are looking for the month ahead.
Highlight any issues such as high ASH which could affect the delivery of the months plan.
Plan RI (including DRIE Patches) for all disciplines in your area 28 days in advance and hand over the plan to the Dispatcher/ FLM /SM so everybody has a clear picture of the month ahead.
Highlight any risks to the monthly plan to your TM & SM
Arrange any pre- requisites ie RAM'S permits etc and plan visit in the GANT for the engineer from the unscheduled bucket
Arrange Takeovers & Quotes with customers and put into the GANT so it can be added to engineers schedule.
Deal with the day-to-day inbound phone calls and email inbox
Help out other departments if required.
Qualifications
What we look for
Required
Ability to plan and prioritize workloads with a structured approach
Ability to multi-task and work in a dynamic environment/adjust to change quickly
Clear communicator with good telephone manner with colleagues and customers
Computer proficiency with the ability to handle multiple PC applications at once
Strong sense of urgency, follow-through and attention to detail
Problem solving and collaboration skills to own and resolve customer issue
Calm, resilient and flexible with experience in a fast paced service environment
Ability to make decisions and challenge engineers if needed.
Excellent time management and commination skills
Ability to work in a team and on own initiative
Ability to follow process with strong attention to detail
Preferred
Previous planning experience
If you are successful we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on our security products, voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.
Job Customer Support
Primary LocationGB-Manchester-Manchester
Organization Bldg Technologies & Solutions
What you will do
Delivering a first class customer service to our customers. You will be coordinating engineer activities nationwide, planning the workload of our engineers up to 28 days ahead to make sure we fulfil our customers' requirements within the agreed SLA's. Delivering an excellent level of client liaison to ensure high levels of customer satisfaction. Making sure any required equipment the engineer requires is on site, including Permits and risk assessments is arranged in time for the engineer to attend.
How you will do it
Work closely with your manager to support the Service Manager and Field Line Manager to meet the customer expectations.
Attend daily/weekly/ monthly meeting with service managers and FLM'S on teams to enhance both internal and external working relationships to ensure a clear understanding of how the planning of the RI & PPM's are looking for the month ahead.
Highlight any issues such as high ASH which could affect the delivery of the months plan.
Plan RI (including DRIE Patches) for all disciplines in your area 28 days in advance and hand over the plan to the Dispatcher/ FLM /SM so everybody has a clear picture of the month ahead.
Highlight any risks to the monthly plan to your TM & SM
Arrange any pre- requisites ie RAM'S permits etc and plan visit in the GANT for the engineer from the unscheduled bucket
Arrange Takeovers & Quotes with customers and put into the GANT so it can be added to engineers schedule.
Deal with the day-to-day inbound phone calls and email inbox
Help out other departments if required.
Qualifications
What we look for
Required
Ability to plan and prioritize workloads with a structured approach
Ability to multi-task and work in a dynamic environment/adjust to change quickly
Clear communicator with good telephone manner with colleagues and customers
Computer proficiency with the ability to handle multiple PC applications at once
Strong sense of urgency, follow-through and attention to detail
Problem solving and collaboration skills to own and resolve customer issue
Calm, resilient and flexible with experience in a fast paced service environment
Ability to make decisions and challenge engineers if needed.
Excellent time management and commination skills
Ability to work in a team and on own initiative
Ability to follow process with strong attention to detail
Preferred
Previous planning experience
If you are successful we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on our security products, voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.
Job Customer Support
Primary LocationGB-Manchester-Manchester
Organization Bldg Technologies & Solutions
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