On Demand Controller

Job Title:                                            On-Demand Controller (Sales Executive)Job Location:                                  Wellington House, 17 Birkheads Road, Reigate. RH2 0AUReporting to:                                    Internal Operations ManagerSalary: £28,000-£30,000 per annumThe BusinessMet Serve Ltd is a Plumbing & Heating Company covering SW London, Surrey, Sussex, Middlesex, Berkshire, Hampshire, Wiltshire and Dorset. We are part of the Dyno-Rod franchise group and trade as Dyno-Rod Plumbing.With a team of 150+ our Head Office is in Reigate, Surrey. We have been trading since 2005 and complete over 8000 plumbing and heating jobs per month; varying from minor repairs to extensive installation works.Job SummaryHere at Met Serve Ltd we have three primary revenue streams:1)     British Gas (HomeCare Insurance, Wet Works, Service & Repair)2)     Key Accounts3)     On DemandThe job of On-Demand Controller involves the customer journey, from start to finish, for the On-Demand revenue stream – our smallest but fastest growing revenue stream. The On-Demand Controller will be tasked with ensuring that the journey is carried out to only better the customer experience, increase conversion rates and average order values.Your duties include, but not limited to, planning On-Demand jobs as effectively as possible, working closely with our Dispatch team. Making and receiving calls with On-Demand customers and outlining what their requirements are and our terms of business. Setting expectation as to create the greatest chance of success – which can be measured through a mixture of quantifiable stats such as customer service scores, conversion rates, first time fix rates and average order value. Plus many others. Ultimately, it is the On-Demand Controllers role to create as much success as possible with our On-Demand customers. You will manage the customer journey from start to finish, from enquiry/job booking to job closure, invoicing and payment (including Credit Control if necessary).The evolution of this role could be that the On-Demand Controller may begin to take on Marketing and Branding responsibilities, as the business will look to increase the volume of incoming On Demand jobs.Met Serve Ltd offers internal and external training programmes and we are always looking to enhance this.Duties & Responsibilities· To operate as an effective member of the team· Continual communication via telephone, interactions & E-mails to keep all customers informed (Including call centre), managing the customer journey & expectations.· The receiving and making of calls (Following Best Practice)· A high standard of communication, including dealing with challenging situations· The Receiving, Creation, Allocation and Dispatching of Jobs including the use of Field Application Units· The Planning of work using both CRM, other job sources and our planning system in harmony· The planning of your day to maximize productivity and efficiency· Capturing of all information required to completely understand the work carried out· Creating, sending and following up of leads and enquiries· Creating, sending and following up of quotes and estimates· Being responsible for taking payments from customers, chasing outstanding payments, inputting the information into our job system and maintaining accurate records to liaise with Finance· Closing and Invoicing jobs accurately and efficiently· Raising of credit notes or sending refunds, if applicable· Liaising with Finance, Operations and Management· To Manage all KPI’s and ensure the achieving of these· To be flexible in your approach to all aspects of work· To carry out any duties reasonably expected within your role and skills setYou are within reason expected to cover other duties when required. Any further duties expected of you will be asked only with our full training and support where required.Key Skills required· Microsoft Office experience and ability· High level communication skills both written and verbal· Team Player with a Sales focus· Prior Sales or Sales-focussed responsibilities, in a Customer Service focussed business, experience preferredAppraisal / Review SystemAnnual reviews will be carried out to appraise your performance not only to ensure that standards are being maintained but to also ensure that the correct support is offered. The review system also gives a fuller understanding of the Skill set required and what is expected of your role.We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.  Package-         Basic Salary-         Pension (Royal London)-         20 days holiday plus bank holidays-         Group Life Assurance (post 6 month qualifying period)-         Group Medical Cash Plan (post 6 month qualifying period)-         Access to certain benefits and discounts with British Gas -         Annual discretionary bonus scheme-         Overtime options available