The Role:
Working as part of a team in a busy environment assisting the operational team to schedule and plan works in a cost effective and organised way to ensure a quality service.
Requirements:
* Experience working in a call centre environment
* Ability to multi-task and meet deadlines and targets
* Excellent communication skills and attention to detail
Responsibilities
* Providing customer service to residents and customers.
* Arranging appointments for residents with Trades people in a cost effective and organised manner.
* Dealing with queries from residents, changing appointments.
* Rescheduling appointments using our planning tools.
* Logging current jobs onto our job management system/database.
* Working with Supervisors and trades people to organise and schedule work.
* Updating and changing information as the job changes.
* Ordering equipment needed for the job.
* The key person communicating between the resident and maintenance worker.
* Keeping all activity logged and up-to-date in an accurate manner.
* Liaising with staff at customer sites keeping them up-to-date with progress information.
* Follow the company’s policies and procedures at all times.
* Cooperate with colleagues from other Departments in a timely manner if and when necessary.
* Provide information to your line manager in a timely manner when requested to do so.
* Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
* Working predominantly on DRS ensuring operatives days are planned maximising productivity.
* Rearranging works where necessary to optimise the operatives route.
* Receiving phone calls from operatives on site.
* Deploying emergencies to the correct operative – ensuring all are covered by the day to day team and not passed to OOH except in extreme circumstances – Supervisors to be made aware when emergencies are passed to OOH.
* Ensuring that operatives are using and updating their PDAs correctly.
* Ensuring jobs raised in the interface are booked in within target.
* Ensuring that all follow on jobs are actioned by the end of the day – all jobs on the operatives schedules are to be red colour and full notes on Rocc.
* Printing and emailing all non PDA operatives works at the end of the working day.
* Back up to all other planners, covering any absences.
If you are interested in a new opportunity get in touch