EQUANS are recruiting for a Planner to be based in Leeds. This is a permanent full-time role working 40 hours per week. Competitive salary and benefits package offered.
General Overview
The role of the Planner is to support the planning and customer service team by handling customer interactions via phone, email and portal activities. Duties include responding to phone calls and email requests, maintaining customer service records via the CAFM system, planning in operatives works and updating diaries.
Key Accountabilities
Carry out various tasks to a high standard as instructed, including but not limited to:
* Confirming and booking appointments through the Equans IT system currently Castleton Maintain.
* Raising and updating support tickets to enable tracking and resolution of customer requests.
* Investigating and resolving customer complaints and closing out support tickets.
* Ensuring Customer Service Level Agreements have been met.
* Maintaining a database of customer information.
* Escalating and liaising with appropriate teams when necessary.
* Arranging follow on appointments for any jobs not completed on first visit.
* Closing jobs in the system as complete or cancelled as the day unfolds.
* Communicating with operatives / Engineers on site.
* Communicating written and verbal with MCC / Northwards.
* Dealing with various inboxes.
* Conducting Customer Satisfaction surveys.
* Working in any workstream as required.
* Performing any administration tasks to support the role.
Assist with the adherence to the Company quality standards including:
* Compliance with Equans procedures and processes.
* Maintain and care for all Equans property.
* Wear appropriate clothing / uniform.
* Ensure areas of work are left clean and tidy at the end of the day.
* Liaison with all stakeholders.
* Material co-ordination.
* Ensure accurate / timely completion of any relevant documentation.
* Oversee / assist in the training of new starters as required.
* Any other reasonable management request.
What can we offer you?
* Pension Scheme.
* 24 days annual leave (plus public holidays).
* Life Cover equivalent to 1.5 times annual salary.
* 24/7 Employee Assistance Program and access to mental wellbeing app.
* Employee discount shopping schemes on major brands and retailers.
* Gym membership discounts.
* Cycle to work scheme.
* Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
Skills and Abilities
* Excellent organisational skills.
* Ability to deliver high quality customer service.
* Ability to communicate professionally at all levels.
* Current and valid Full & Clean UK driving license.
* Professional attitude and approach to work.
* Ability to competently operate IT packages (e.g., MS Office).
Experience
* Experience of partnership arrangements.
* Experience of responsive repairs or service contacts.
* Understanding of local government and RSLs.
* Understanding of an appointment process.
* Previous planning experience.
Key Attributes
* Self-motivated.
* Enthusiastic.
* Flexible & adaptable.
* Good communicator.
* Ability to work both alone and as part of a team.
* Well presented.
* Reliable.
* Polite and courteous.
* Customer care focused.
* Professional attitude to work.
Who are we?
EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries. In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. EQUANS is a Bouygues group company.
For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a relocation package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.
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