Planner, Customer Service​/HelpDesk, Customer Service Rep

Reporting to:
Senior Planner

Start Date:

Immediate

Working Hours:

Mon Fri, 8am 5pm
Job Type: Full-time, Permanent

Job Location:

Office-based

• To provide high quality, professional administrative support to the business.
• To work closely with engineers sub-contractors and our client to deliver a timely well-informed
  service to our customer.
• To provide high quality professional office-based support to repairs team. Ensure the highest level of
  customer focused service is delivered to our customer continuously.

See full job description for more information

• Deliver a customer focused service ensuring the highest standards of customer service at all times
• Managing repairs and engineers work load recording and strategically planning days with
  consideration given to hindering factors
• Manage customer expectations ensuring open lines of communication are maintained always
• Up loading information to data base accurately, paying attention to details ensuing data protection
  and accurately updating sensitive information on our data base.
• Ensure accurate recording of queries and customer concerns
• Avoid failures becoming complaints resolving during telephone conversation working on own
  initiative to resolve before becoming a formal complaint
• Plan engineers workload in advance ensuring communication to all relevant parties ensuring all are
  aware of details of a call out
• Review and monitor WIP report and FOW regularly to ensure a steady flow and reduction in line with
  agreed SLA
• Record all updates on data base for knowledge share
• Ensure all updates are relayed clearly and understood within all relevant areas
• Manage emergencies in line with expectations of KPI s
• Identifying out of scope requests redirecting to correct operational / commercial process
• Managing inbox queries in a timely manner ensuring all details are accurately covered and responded to in line with expectation SLA
• Understand specialist works processes and assign subcontractors providing confirmation of
  attendance to site to relevant parties
• Cover colleague s absence and hand over for smooth cover over annual leave
• Raise OOH call outs ensure follow up works are accurately captured logged and planed
• Attend meetings when requested to do so
• Work closely with teams to deliver a high standard of service to our customers and client
• Provide support where needed within the business and carry out ad hoc duties as requested.
• Show an understanding of KPI s and work to meet and exceed targets
• The ability to follow processes and identify and suggest improved ways of working within the team
• Liaise with engineers regarding job descriptions to ensure clarity surrounding FOW s and JO s
• Competent in diagnostic questioning to obtain a full understanding of request
• Understanding of PO s as required for material suppliers
• Work as part of a team

• Experience of working in a responsive repair setting
• Experience of managing customer expectations in a customer focused environment
• Have a good understanding of value for money in terms of the most cost-effective way to manage Repairs
• The ability to strategically plan and organise workloads
• A proactive / can do approach to work
• The ability to work on own initiative and take full ownership of role and responsibility
• The ability to work as part of a team and independently
• The ability to follow process and work in a fast pace setting whilst remaining calm and focused.
• Outstanding communication skills both internal and external
• The ability to build and maintain good working relationships with all contacts
• Build and maintain professional representation of the team
• Ability to work occasional staggered shifts covering office 7am 6pm