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Aquilo recruitment are excited to be partnering with A market leading manufacturer to recruit for a customer scheduler to join their growing team, the role is an exciting position for an individual who enjoys a fast paced varied environment with a great culture and opportunities, this is a contract for 6 months with permanent opportunities available for the right candidate.
Job Purpose
To answer all telephone calls and deal with them to a high standard and resolve in line with Ideal current policies and procedures in a professional manner. Effectively optimise the diaries to create space for availability of appointments
Qualifications and Experience:
Excellent Customer Service Skills
Excellent Communication skills
Time Management
Experience of using computer-based systems
Ability to enter Data correctly and accurately
Job Responsibilities and Major Activities
Responsible for the scheduling of engineer’s daily routes.
The ability to forward plan and schedule up to a week in advance.
Highlight any high-risk areas as a scheduler to forward plan – for example long distance jobs or areas hit with high demand.
To be able to schedule either the whole country or a split North and South.
The ability to problem solve various complaints.
The ability to handle difficult calls and situations.
To have the confidence to liaise with engineers and Divisional Service Managers regarding all types of challenges.
To also be a point of contact for all Divisional Service Managers.
Working on a service Level Report to ensure 99% of breakdown appointments are within a ‘same day next day’ agreement.
Point of contact for Skype messages within the call centre, answering all messages within 2 minutes.
Ability to complete a variety of email tasks to be done within time constraints.
To liaise with commercial clients and sites to ensure an efficient service is given.
To be able to work through a Jeopardy Report - making sure all engineers are completing jobs within timescales as well as full support given to engineers.
To be able to maintain a high visits per day for the company.
To be able to efficiently use systems such as Service Power, gantt and salesforce.
To have graphical knowledge of UK postcodes.
Ability to work on a task que to work on bring escalated appointments forward
Key Deliverables
Well-practised administrative skills
Well proven telephone skills
Excellent Multi-tasking skills
Time Management
Experience of using computer-based systems
The ability to read, understand and process data efficiently and accurately
Experienced team player
The ability to work on own initiative
A high standard of numeracy, literacy, and IT skills
Excellent verbal and written communication skills
The ability to work well under pressure
Key Challenges
Product Knowledge
Process Knowledge
Engineer placement knowledge
Customer Care skills
Delivering internal and external customer satisfaction in a pressurised environment
Working hours:
Winter hours - 40 hours per week.
Summer hours 36 hours per week.
1 in 4 Saturdays with a day in Leu to be taken in the week when working the Saturday.
