We exist to create positive change for people and the planet. Join us and make a difference too!
Job Title: Sample Chaser & Planning Advisor
Location: Milton Keynes, Bedfordshire
Job Type: Full-time, Permanent, 35 hrs p/w. Hybrid working
Compensation: £29,500 + Bonus + Excellent Benefits
Job Overview:
As one of BSI’s Sample Chaser & Planning Advisors, you will provide key support to clients and internal testing teams to ensure samples and relevant documentation are received from BSI clients and are sent to the appropriate labs for testing. This is to ensure products that are tested and certified by BSI, are up to date with their testing cycle.
You will also operate as part of our planning engagement team, which is pivotal in the global delivery of BSI's Product Certification portfolio. Operating across various departments, your role will be to ensure a first-class Client Experience by proactively planning and booking assessments for any new or existing clients.
This is a diverse role that will involve moving across both responsibilities, therefore great multi-tasking, organisation skills, and attention to detail will be key.
The position will be based at our Milton Keynes office 2 days per week with 3 days based working from home. Hours of work will between 8am – 5pm.
Key Responsibilities:
1. To understand the requirements and needs of the customer regarding their samples
2. To be able to effectively manage the chase of the sample due dates and liaise with customer and labs to arrange expected delivery dates
3. To ensue regular communication is kept between the sample chaser and the sales team for any new business that comes through
4. To handle all calls (inbound and outbound) in an effective manner to ensure that the BSI “Tone of Voice” and quality guidelines are always maintained
5. To ensure that all associated administrative tasks associated within the testing process are processed in a timely and accurate manner
6. To take ownership for problem resolution where expressions of dissatisfaction are highlighted, ensuring prompt action is taken, escalating to appropriate managers- (Lab managers/ scheme managers)
7. Build strong and effective relationships with our global Sales, Laboratory and Certification teams, to ensure on-boarding of new clients is smooth and effective, linking in all relevant stakeholders to deliver a seamless client experience
8. Work across Product Certifications Delivery teams, ensuring that we are delivering the client programme, regardless of location. Ensuring we plan Hybrid audits (where appropriate) to minimise our carbon footprint and better support our clients
9. To identify resource solutions for all un-booked Assessments within a designated territory and book with clients utilising all available planning tools, providing short and long term planning solutions, ensuring monthly delivery and relevant KPI targets are met
10. Take ownership of availability for specific external delivery teams and work with our global delivery teams to utilise all diary availability
11. Negotiating with customers in relation to diary moves to minimise the number of changes necessary whilst implementing policy where required to ensure that any cancellation charge is correctly applied, with prompt rebooking of the affected job(s)
12. Manage individual workflows/Client programmes, to ensure none become out of date and place our client certificates at risk
13. Identify opportunities to grow the business through communicating relevant products and services to our clients, leveraging BSIs entire portfolio
14. To ensure that all associated administrative tasks associated with visit booking are processed in a timely and accurate manner, in line with written quality guidelines
15. To take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers to prevent escalation into complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded
Required Skills & Experience:
16. Previous experience gained within a customer facing role that involves planning, scheduling, administration and problem solving across a wider business operation
17. Good level of IT proficiency including MS Office and bespoke systems
18. Confidence when communicating to client
19. Confident when making outbound calls
20. Experience of delivering customer services
21. Experience of handling client calls and emails
22. Able to demonstrate “persuading & negotiating” skills
23. Organisational and time-management skills
24. Ability to communicate and collaborate with stakeholders/varied team across the business
25. Attention to detail
26. Proactive problem solver
27. Able to work under own initiative and as part of a larger team
28. Passion for providing excellent client service
BSI offers a competitive total reward package, an independent and varied job in an international environment, flexible working hours, ongoing training, and development with the inclusion of Annual Bonus, Contribution Based Pension, Private Healthcare, 27 Days Annual Leave + Bank Holidays, Income Protection & Life Assurance.
D&I Policy
BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization all while having fun doing great work. BSI is a community where everyone can thrive.
If you require any reasonable accommodations to be made on account of a disability or impairment throughout out our recruiting process, please inform your Talent Acquisition Partner.
#LI-GC1
#LI-Hybrid
About Us
BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.
BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.