Works Scheduler

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Works Scheduler

  • Location: Warwickshire
  • Salary: £25000 - £30000 per annum + plus benefits per year
  • Job Type:Permanent

Posted 8 months ago

  • Sector: Office Support Recruitment
  • Contact: Melanie Bell
  • Contact Email: MBell@theonegroup.co.uk
  • Start Date: ASAP
  • Expiry Date: 28 November 2023
  • Job Ref: BBBH50308_1700224195
  • Logging calls from customers in a timely fashion, with appropriate behaviours
  • Logging the information correctly in the system
  • Allocating service calls via Advantage to our internal engineers.
  • Booking service calls via Advantage/One Click to third party suppliers.
  • Juggling the workload throughout each day to ensure that the high priority calls are attended as and when they come in.
  • Accountability for SLA achievement across the customer base
  • Call and email logging to be carried out in a timely manner to support with SLA achievement.
  • Dealing with any customer queries efficiently and effectively
  • Proactively filling out the customer updates to ensure that the customer has visibility at all times with what is happening with their service calls and when we will be attending.
  • Building relationships with engineers to ensure the smooth running of all internal processes.
  • Liaising with subcontractors to ensure that we have the required paperwork from them in a timely manner. Escalate any issues with this as required.
  • Driving customer service in every interaction always thinking of exceeding their expectations
  • Ensuring engineers are fully briefed of the works with accurate job notes.
  • Managing client expectations with any delays in attendance
  • Completing relevant RAMS to ensure that the engineer will not be turned away from site on arrival to site.
  • Booking in PPM's with the customer in advance, documenting agreed dates to prevent any issues further down the line.
  • Ordering parts and assigning to the appropriate engineer resource for a timely attendance
  • Supporting the Account Management Team with customer updates
  • Keeping the client informed of expected attendance time and dates (via phone, email and portals) - accepting calls on all customer portals to ensure that they receive the desired level of communication
  • Working closely with the Engineering Manager to make sure technical issues and escalations are resolved in a timely manner.

SKILLS/KNOWLEDGE

  • The ability to have positive interactions with engineers / co-workers to drive the best results for the business.
  • Experience with managing customer expectations in a busy, KPI-led environment (essential)
  • The ability to work with initiative to ensure the best possible experience for our customers.
  • Ability to manage the workload effectively and efficiently and prioritise as needed in order to meet deadlines (essential)
  • Exceptional written and verbal communication that can be delivered to customers and co-workers.
  • The ability to foresee issues and prevent their occurrence.