Essential Duties and Responsibilities: The specific responsibilities and accountabilities for each Contract Planner will depend upon the Contract, business need and experience.
Managing the Client/Contract
To manage client's expectations as per each individual contracts service level agreement
To monitor and oversee all daily services ensuring they are allocated to relevant engineers
To investigate service appointments that have had repeat visits and highlight to Contract Managers/Clients as and when necessary
To ensure monthly service programme is planned in for all contracts worked on
To manage and maintain the service process and ensure it is carried out so that the client’s can follow their legal process
To provide legal packs as and when required.
Provide status and ad hoc reports against the service program for Clients and Contract Manager
To ensure all service queries are managed in a professional manner by applying proper telephone etiquette in order to satisfy various customer situations
Other Duties:
To manage engineers daily workload, ensuring engineers are in the correct locations with correct amount of daily work
To update Servicesoft with correct job notes relating to queries
To gather and communicate cancellations of daily work and allocate to call bank to action
To be flexible and help out with other areas when colleagues are busy or absent
General office administration duties including filing, faxing and photocopying
To assist with management and handling of calls in peak times/periods throughout the working day
To provide a daily report for following day service appointment for Call Bank
Any other duties as and when required in order to meet the needs of the business
Collaboration:
To serve as a focal point to communicate and resolve issues with other departments
To meet with relevant manages to ensure effective communication for the smooth running of Contracts.
Work with and collaborate with Contract Planners and Call Bank to provide effective communication and provide excellent customer service
To communicate and check engineers work from the previous day to ensure all jobs are closed down
Updating Client Portal as and when required.
Accountabilities:
Prioritisation and time management of own work.
Identifies areas for improvements and creates solutions and directive to resolve.
Fully understands the processes for all Contracts KPI’s
Manages and responds efficiently to Clients queries via email or telephone.
Education and/or Work Experience Requirements:
GCSEs (or equivalent) to include English and Maths (would be an advantage).
Computer literacy, knowledge of MS applications (Word, Excel, Powerpoint and Outlook).
Planning and Organising
Business Awareness
Communication
Client Focus
Team Player
Initative
Flexibility
Ownership