Customer Service and Scheduling Expert
1 day ago
Flowrite Services is a leading provider of air conditioning and refrigeration solutions in the UK. We have an exciting opportunity for a skilled Contract Administrator to join our team. The successful candidate will be responsible for day-to-day operations, scheduling of works for our engineering team and first point of contact for our customers.
The role provides an excellent career opportunity as a rapidly growing business, employing 700+ people across the UK. We offer a competitive salary, estimated to be around £32,000-£42,000 per annum, based on location and industry standards. This includes 20 days' annual leave per annum + Bank Holidays.
Key Responsibilities:
- Acting as first line of contact for Customers, to provide outstanding Customer Service at all times and answer all incoming calls and emails professionally
- Dealing with day-to-day enquiries from Customers, Operations Managers, Engineers and External Contractors
- Raising work orders for all customer call outs and associated tasks
- Liaising with customers in regards to progress of open tasks (engineer attendance, call outs, parts delivery etc)
- Scheduling all engineering calls and quoted works, assigning engineering resource to task ensuring SLA of task is achieved
- Calling customer sites to book all attendances and triage calls to prevent wasted visits and achieve phone fix where possible
- Applying for all appropriate permits/hire of equipment to ensure completion of tasks
- Produce daily, weekly and monthly customer open call reports, highlighting any issues to the Contract Administration Supervisor
- Check on SLA failures daily for improvement and provide/check mitigation for failed tasks for review by Operations Management
- Ensure complaints/escalations are actioned immediately & communication is provided back to the reporter in a timely fashion
- Ensure remote monitoring system is being utilised and actioned daily and any concerns highlighted to Contract Administration Supervisor
Requirements:
- Excellent verbal and written communication skills
- Ability to work independently as well as part of a team
- Effective at problem solving, with a logical approach
- Dynamic and able to respond quickly and prioritise tasks
- Previous experience in a fast-paced Customer Service role
- Experience within engineering/FM/contractor business in a similar role would be preferred
- Experience with scheduling of workloads and route planning for multiple resources would be highly advantageous
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