Job Brief:
A well-established business based in central Nottingham are looking for a Customer Service Scheduler to join their team. You will deal directly with engineers and customers either by telephone, electronically or via a customer portal. The Customer Service Scheduler will manage the handling of customer requests and process information within the agreed KPI's and industry safety regulations.
Duties include:
- Interact with engineers in a timely and effective way to provide the best in business customer service
- Effective planning of the engineer schedules - considering travelling time, expected length of visit, planning for emergency call outs, holiday cover, covering rest time following on call cover and sickness cover
- Work closely with engineers, managing and scheduling engineers 'real time'
- Report anything overdue, both maintenance and call outs daily
- Monitor that engineers use of PDA, e.g. booking on and off daily, logging arrival at site, logging the job as complete
- Drive engineer productivity
- Ensure engineer has next job available prior to leaving site
- Process telephone calls/emails relating to service / breakdowns and within the agreed KPI's
- Ordering any relevant parts and ensuring on site prior to engineer attendance
- Liaise with site to book engineer visits ensuring any access issues are escalated
- Arranging permits ensuring these are booked in line with customers' expectations and KPIs
Skills Required:
- IT skills, including Microsoft packages and email
- Accuracy at record keeping
- Negotiations skills
- Problem analysis and problem solving
The Customer Service Scheduler will have experience and knowledge of customer service principles and practices, along with knowledge of administrative procedures. In return you will be offered a salary of £25,000 to £26,000 depending on experience.
Working hours are Monday to Friday 8.30am - 5.30pm with an hour for lunch; this is fully office based. Also, you will be offered 20 days annual leave plus statutory Bank Holidays rising by one day per each year of service up to 25 days.
There is no onsite parking available, but a Bike2work scheme is offered as well as discounted travel to work schemes - Tram2work and Robin Hood tram and bus scheme.