Customer Service Advisor
What you will do
As a customer Service Coordinator, you will be responsible for scheduling routine service visits, dispatching callouts, managing the engineers’ diaries, completing permits and fulfilling paperwork requests amongst a number of other responsibilities.
What we offer
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Competitive salary
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Paid holidays and sick pay
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Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products
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Extensive product and on the job/cross training opportunities with outstanding resources available
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Encouraging and collaborative team environment
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Career development through various career ladders
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Dedication to safety through our Zero Harm policy
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Access to business resource groups
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Training on our company values
How you will do it
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Schedule planned maintenance and reactive works for a team of engineers
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Complete relevant documents such as permits to ensure works go ahead as planned
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Work on multiple customer portals
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Be a point of contact for dedicated National customers
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Manage the diaries including re-scheduling works to cover engineer absences or emergency works
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Provide first class customer service via phone and email for planning and admin queries for both internal and external customers
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Work with the relevant Service managers to utilize the engineers as productively as possible
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Work with other departments such as Sales, Billing, The Facilities Management Helpdesk and the Subcontractor team to help deliver the high level of customer service expected by our customers
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Report to the Planning team manager and mentors to help ensure individual and team KPIs are met
What we look for
Required
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Customer Service skills and experience
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Outstanding written and verbal skills
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Ability to multi-task and work well in a high-pressured environment
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Computer proficiency with the ability to handle multiple PC applications at once
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A strong sense of urgency, the ability to follow-through and have attention to detail
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Excellent decision making and problem-solving skills
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Good organizational skills
Preferred
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Experience in using GANT based planning/dispatch software is desired
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Previous planning / scheduling experience in a service role is desired
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Reference: 53331336
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