Base Location: OL9 7FQ, Oldham, UK
Salary: £14.50 PAYE per hour
Working pattern: 37.50 hours per week - Mon to Fri
EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company.
The Customer Care Advisor/Planner plays a key role in supporting the customer service and planning team by managing daily customer interactions across phone, email, and online portals. The role involves logging and maintaining accurate records in the CAFM system, scheduling work for operatives, and ensuring diaries are kept up to date. This position requires strong communication, organisation, and attention to detail to ensure a smooth and efficient service delivery experience for customers.
Job responsibilities:
1. Manage and confirm customer appointments using the Equans IT system (Castleton Maintain).
2. Raise, update, and track support tickets to ensure timely resolution of customer requests.
3. Investigate, resolve, and close customer complaints and related tickets.
4. Ensure all Customer Service Level Agreements (SLAs) are achieved and documented.
5. Maintain accurate and up-to-date customer information within internal databases.
6. Liaise and escalate issues to relevant teams, operatives, engineers, MCC, or Northwards as needed.
7. Arrange follow-on appointments for incomplete jobs and close completed or cancelled jobs in the system.
8. Manage multiple inboxes and conduct customer satisfaction surveys to gather feedback.
9. Complete a variety of administrative tasks, ensuring compliance with all Equans procedures, standards, and documentation requirements.
10. Support team operations by maintaining clean work areas, caring for company property, coordinating materials, and assisting in training new starters.
Key Skills Required:
11. Strong organisational skills with the ability to manage tasks efficiently.
12. Proven ability to deliver high-quality customer service in a professional manner.
13. Excellent written and verbal communication skills across all levels.
14. Holds a current, valid, full, and clean UK driving licence.
15. Demonstrates a professional attitude and reliable approach to work.
16. Proficient in using IT systems and software, including Microsoft Office.
17. Experience working within partnership arrangements or multi-agency environments.
18. Knowledge of responsive repairs or service contract processes.
19. Understanding of local government operations and Registered Social Landlords (RSLs).
20. Prior experience in planning roles and scheduling appointments effectively.