EQUANS are recruiting for a Customer Care Advisor / Planner to be based in Oldham. This is a 12 month fixed term, full-time role working 37 hours per week. On offer is a competitive salary and benefits package.
General Overview
The role of the Customer Care Advisor/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:
1. Confirming and booking in appointments through Equans IT system currently Castleton Maintain.
2. Raising and updating support tickets to enable tracking and resolution of customer requests.
3. Investigating and resolving customer complaints and closing out support tickets.
4. Ensuring Customer Service Level Agreements have been met
5. Maintaining a database of customer information.
6. Escalating and liaising with appropriate teams when necessary.
7. Arranging follow on appointments for any jobs not completed on first visit.
8. Closing jobs in the system complete or cancelled as the day unfolds.
9. Communication with operatives / Engineers on site
10. Written and verbal communication with MCC / Northwards
11. Dealing with various inboxes
12. Customer Satisfaction surveys
13. Work in any workstream as required
14. Any administration task to support the role
Assist with the adherence to the Company quality standards including:
15. Compliance with Equans procedures and processes
16. Maintain and care for all Equans property
17. To wear appropriate clothing / uniform
18. To ensure areas of work areas left clean and tidy at the end of the day
19. Liaison with all stakeholders
20. Material co-ordination
21. Ensure accurate / timely completion of any relevant documentation
22. To oversee/assist in the training of new starters as required
23. Any other reasonable management request
What can we offer you?
On offer is a competitive salary and benefits package, which includes;
24. Pension Scheme
25. 24 days annual leave (+ public holidays)
26. Life Cover equivalent to 1.5 times annual salary
27. 24/7 Employee Assistance Program and access to mental wellbeing app
28. Employee discount shopping schemes on major brands and retailers
29. Gym membership discounts
30. Cycle to work scheme
31. Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
Who are we looking for?
Skills and abilities
32. Excellent organisational skills
33. Ability to deliver high quality Customer service
34. Ability to communicate professionally at all levels
35. Current and Valid Full & Clean UK driving license
36. Professional attitude and approach to work
37. Ability to competently operate IT packages eg. MS office
Experience
38. Experience of Partnership arrangements
39. Experience of Responsive Repairs or service contacts
40. Understanding of local government and RSLs
41. Understanding of an appointment process
42. Previous Planning experience
Key Attributes
43. Self-motivated
44. Enthusiastic
45. Flexible & adaptable
46. Good communicator
47. Ability to work both alone and as part of a team
48. Well presented
49. Reliable
50. Polite and Courteous
51. Customer Care focused
52. Professional attitude to work
Who are we?
EQUANSis a world leader in energy services with nearly, employees working in more than 50 countries, with an annual turnover of over 17 billion euros.
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, 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.
What's next?
If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.
At Equans were committed to delivering a culture where everyones voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans youll find a welcoming and open workplace where youre supported and encouraged to be your true self at work. Youll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young ProfessionalsNetwork) and our Disability Network.
For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.
The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.