Planner (Customer Services)

2 weeks ago

Cheltenham, United Kingdom Astor-Bannerman Full time

**Role Overview**

Based in Andoversford, Astor-Bannerman manufactures, supplies, installs and services specialist bathing and lifting systems for the disabled and elderly. We have a 30-year track record as a market leader in our field and we have an ambition to grow.

The Customer Service Planner is responsible for providing best in class service to both our internal and external customers, this is a multifaceted role within the team, which facilitates several operations within the organisation which included managing the engineers calendars through to first line technical support.

**Main functions and responsibilities**
- Field incoming support calls, including first-line fault diagnosis, repair calls and product advice.
- Utilising CRM tools and systems to provide outstanding technical assistance to our customers through live troubleshooting and problem isolation.
- Planning and co-ordinating engineers calendar to ensure maximum optimisation.
- Scheduling appointments with customers, monitoring progress whilst keeping all interested stake holders up to date with developments.
- Management of Service Engineer documentation.
- Loading sales orders and pick lists for spare parts.
- Manage service contract delivery to ensure optimum value v’s cost.
- Work closely with various colleagues/departments throughout the business.
- Working within Customer Service KPI’s and SLA’s
- Various other duties

**Measures of success**
- Strong working relationship with all the staff.
- High percentile of first contact resolution or first fix resolution.
- Maximum engineer utilisation.

**The Person**
- Self-starter and quick learner.
- ‘Can do’ attitude with drive to deliver.
- Excellent communication skills.
- Confident and dynamic personality.
- Resourceful, good problem solver and organised.
- An individual who is comfortable being a member of a team.
- Organised and competent administrator.

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

**Salary**: £24,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Cycle to work scheme
- Free parking
- On-site parking
- Referral programme
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)

Work Location: In person

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