We are seeking a highly motivated
Planners to join our dynamic team. As an integral part of our customer-facing operations, you will:
- Serve as the primary point of contact for customers, always representing the company with professionalism and in-depth knowledge.
- Manage both inbound and outbound calls efficiently, ensuring all customer inquiries and concerns are addressed in a timely manner.
- Ensure priority workstreams are executed in line with established KPIs.
- Contact customers to confirm next-day appointments and manage cancellations by coordinating with the appropriate teams.
- Proactively schedule jobs in engineers’ diaries, ensuring both customer satisfaction and optimal workflow for engineers.
- Coordinate customer and engineer availability to maintain a seamless experience while ensuring efficient diary management.
- Handle incoming and outgoing emails promptly and accurately, thoroughly documenting and reviewing notes to ensure a high standard of customer service and team collaboration.
- Actively seek and implement feedback from call coaching and monitoring sessions to support personal development and the consistent delivery of exceptional customer service.
- Escalate any concerns or issues through the appropriate internal protocols.
What We're Looking For: - Experience in a customer-facing role, ideally with a background in both inbound and outbound calling. A minimum of 1 year in customer service and 1 year in sales (inbound/outbound) is required.
- Prior experience in planning and scheduling, with knowledge of UK-wide geography, is highly desirable.
- Excellent communication skills, both over the phone and via email.
- Strong attention to detail with a commitment to delivering high-quality service.
- Ability to manage high volumes of work efficiently.
- Familiarity with multiple online systems, including Microsoft tools and bespoke in-house systems.
- Experience in objection handling with a natural flair for sales.
Qualifying Criteria
ITC and Criminal Clear
Grade 12
Able to work UK shifts
Transport provided
