Works Scheduler

2 weeks ago


Warwickshire, United Kingdom The One Group Full time

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

Posted 10 minutes ago
- **Sector**: Office Recruitment
- **Contact**: Melanie Bell
- **Start Date**: ASAP
- **Expiry Date**: 17 December 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
- 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
- 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.



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