Customer Service Advisor or Scheduler
4 days ago
Our iwhub (centralised helpdesk) is made up of** Inbound Customer Services Advisors**, **Appointers **and **Planner/Schedulers**, they are an integral part to our thriving ‘Responsive Maintenance’ arm here at Ian Williams. Due to new contract wins, we are looking for additional team members to join our ever-growing Inbound, Appointing or Planner/Scheduler teams based in Aston, Birmingham.
We offer our iwhub employees a modern, spacious, and open plan office with easy public transport access (train & buses) and onsite parking for drivers. The office also offers a fully equipped kitchen with facilities, comfortable and private break out areas, as well as a designated prayer room for worship.
**Benefits**:
- Be part of our annual company profit share bonus scheme
- Let us help you prepare for your future with an employer pension contribution of up to 3%
- 23 days annual leave plus bank holidays, but you may want longer or less, so buy up to 5 days or sell up to 3 days per year
- We want our employees to have a well-balanced work/ life balance, therefore flexible working patterns would be considered.
- Ongoing training and development opportunities within the iwhub
- Wellbeing at work. Access to an employee assistance programme to support your health and wellbeing, as well as free legal and financial advice
Our iwhub manage high volume calls and organise the diaries and workload for our inhouse trade operatives, and subcontractors, to maximise the completion of reactive repairs and emergencies within domestic properties.
Effective planning is the heartbeat of our response maintenance divisions’ performance and as such we require someone who relishes being such an important part of our organisation.
**The Customer Service Advisor OR Planner/Scheduler role**
- You will use our dynamic scheduling system and technology to effectively plan operatives’ day to day work schedules, taking pride in delivering a first-class experience to our customers (residents) in a concise, timely and efficient manner. You will take ownership of this process from start to finish, considering priority, location, and time, whilst mitigating risks that could affect KPIs (Key Performance Indicators)
- You will input up to date and accurate notes for each job/task on the system, to support compliance and process.
- You will produce KPI (Key Performance Indicators) reports daily, that contribute to the overall Contract performance.
**What will you bring as a Customer Service Advisor OR Planner/Scheduler?**
- Most importantly you will have worked and enjoy working, within a fast-paced and reactive environment. This is a responsive role that will suit individuals who enjoy a busy, dynamic, and ever-changing day.
- Strong IT (Information Technology) and analytical skills with the aptitude to pick up new systems and be able to follow process and procedure is a real must.
- You will value ‘getting it right’ and take genuine pride in achieving your performance targets, whilst providing our customers with the best facilities management service possible, always
**Additional Benefits include**:
- Annual pay reviews
- Enhanced maternity/ paternity pay
- Trade discounts from our preferred suppliers for you and your friends and family
- Specsavers vouchers
- For information on all other additional benefits we do, to enhance your work/life balance please visit our website
**Please note that face to face interviews typically take place every Wednesday whilst we continue to add to our team. As a result, you may be asked to attend interview within the same week, with short notice. This will be discussed at telephone interview stage.**
**About Ian Williams Ltd.**
Discover more, not just from our website but through our Facebook, LinkedIn, Indeed and Glassdoor pages.
Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. Diversity is more than a commitment at Ian Williams—it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.
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