EQUANS are recruiting for a Planner to be based in Oldham. This is a permanent full‑time role working 37 hours per week. On offer is a competitive salary and benefits package.
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
* Confirming and booking appointments through 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 complete or cancelled as the day unfolds.
* Communication with operatives / Engineers on site.
* Written and verbal communication with MCC / Northwards.
* Dealing with various inboxes.
* Customer Satisfaction surveys.
* Work in any workstream as required.
* Any administration task to support the role.
Quality Standards and Administration
* Compliance with Equans procedures and processes.
* Maintain and care for all Equans property.
* To wear appropriate clothing / uniform.
* To ensure areas of work left clean and tidy at the end of the day.
* Liaison with all stakeholders.
* Material coordination.
* Ensure accurate / timely completion of any relevant documentation.
* To 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 (+ 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 personalised support programmes.
Who are we looking for?
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 eg. MS office.
Experience
* Experience of Partnership arrangements.
* Experience of Responsive Repairs or service contacts.
* Understanding of local government and RSL’s.
* 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.
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.
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