Planned Operations Administrator

**JOB PURPOSE**:
Managing service engineers to attend planned service calls within customer specific service level agreements. Responsible for the routing of engineers, allocation of calls, ordering of parts and equipment, liaison with the customer and the action of any follow up works required.

Handling of all incoming customer calls to include assessment of fault diagnosis.

Administration tasks to include preparation and implementation of customer estimates and associated paperwork in preparation for chargeable work invoicing and calculation of hours worked by engineers.

**ACCOUNTABILITIES**:

- To ensure that engineer allocation of jobs is run efficiently to meet contractual service level agreements.
- To monitor engineers’ time on site and escalation to service management team.
- To liaise with service management with any field related issues.
- Order parts from the Stores department and liaise with Stores operations to facilitate meeting of customer SLA’s.
- Close and update customer tasks on various customer internet portals.
- Scheduling of engineers’ task list for the following day, and/or weekend.
- Request p/o’s for the hiring of equipment through to completion of the term of hire.
- Processing of paperwork/Engineers’ worksheets for chargeable (estimates) and non-chargeable tasks.
- Preparation of chargeable schedules to be submitted for approval/invoicing to the relevant customer.
- Ensure that all p/o numbers are obtained as appropriate in preparation for invoicing.
- Prepare and submit batched invoices to the Accounts Department.
- To manage the work in progress report by escalating when unable to allocate resource.
- Collation and preparation of estimate work as identified by engineers within the field including customer approval through to completion of works.
- To carry out general administrative duties in respect of the Service/Company operations.
- Communicate effectively with all colleagues to ensure that work is being carried out efficiently and in a timely manner.
- Excel related tasks
- Create, monitor and update performance reports
- Analysis of data, identifying root cause of issues and reporting of this
- Collating data for reports and analysis
- To adhere to all health and safety and quality procedures as outlined in the Company’s procedures.

This list is not exhaustive, and you may be required to carry out additional duties as and when instructed by the Management of the Company.

**PERFORMANCE MEASURES**:

- Achievement of customer service level agreements as evidenced on service reports
- Productivity of engineers as evidenced on service reports
- Achievement of service budget in relation to parts spend, overtime and carriage costs
- Chargeable schedules are to be submitted on time to key customers.
- Chargeable batches for private and commercial customers daily
- Invoice queries

**KNOWLEDGE / SKILLS / EXPERIENCE**:
**Essential**:

- Excellent interpersonal skills both written and verbal
- Able to communicate within a team environment at all levels of the business both internally and externally
- A positive approach to learning and meeting customer needs that will enable you to work within a sometimes, challenging environment
- Experience of inputting data accurately and evaluate this accordingly
- Demonstrate customer service ethics
- Routing engineers and allocation of work within a call centre environment
- Used to working in a service level environment that involves multi-tasking and prioritisation of tasks to deliver customer service
- Excellent excel knowledge inclusive of; pivot tables, vlookups and formula's
- Have experience of an IT based call logging system

**Desirable**:

- Used to dealing with customer tasks within national (UK) geographical areas. You will work 3 days in the office and 2 days from home.

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**Job Types**: Full-time, Permanent

**Salary**: £23,500.00 per year

**Benefits**:

- Cycle to work scheme
- On-site parking
- Referral programme
- Wellness programme
- Work from home

Schedule:

- Monday to Friday
- Overtime

Ability to commute/relocate:

- CROYDON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in CROYDON