Job Reference: BBBH39900
Job Duration:
Start date: ASAP
Description:
Concept Resourcing are working in partnership with a leading global manufacturer in our search for organised and enthusiastic customer service focused individuals to join the Resource Planningdepartment.
This role is ideally suited to graduates, customer facing individuals from hospitality setting, remote customer care / call centre professionals and those with experience delivering fantastic customer care in a fast paced environment.
Applicants must be able to work autonomously, make quick but well informed decisions and be able to build a rapport with varied team members.
Main Purpose of Role:
* To Optimise and maintain working areas for a team of Field Service Engineers ensuringthat the business is delivering against service level targets
* To manage tasks efficiently to improve and maximize the fieldteams productivity
* To handle inbound telephone calls / Emails from Field Service Engineers and other parts of the business to support in delivering the right customer journey
Role Information:
* Monday - Friday working week
* 7am - 3.30pm OR8am - 4.30pm
* Hybrid working
* 12 month FTC
* £12.50 per hour payable via Umbrella company
* Inside IR35
* Permanentopportunity on offer after initial contract
Job Description:
* To ensure that all areas are covered with the right engineers to deliver a consistent service level across all brands and skills, including areas where engineers are absence or limited.So that the contact centre are able to book appointments in all territories within a reasonable time frame.
* To ensure that all areas are maintained on a rolling 7 days and to forward plan the working areas so all FSE's receive the correct workload andallocation with the lowest possible service level/ unallocated time.
* To identify reasons for poor FSE utilization/SOS levelsand make recommendations to the regional planner / Assistant planning manager to implement a long-term solution.
* To Ensurethat the correct workload balance field engineers are maintained and rejected in accordance with the field model as the workloads dictate is necessary
* To Ensure we explore all possibilities of allocating work to alternative FSE in the event of a problem/ rebooking of an appointment to help keep customer loyalty and trust. Where this is not possible aim to offer additional service to restore customer faith.
* To respond to telephone calls/ Emails from FSE/ Internal in a warm and professional manner.* To ensure all escalations are actioned within SLA and the right steps are taken to resolve the issue and implement action where needed to prevent further occurrences.
* To work and communicate with other Area Planners in your region to drive results across the region to support in delivering the above whilst communicating with Regional Planner and Assistant planning manager.Requirements:
* Proficient in MS Excel, Word, PowerPoint
* Strong mathematical, analytical, communication, and organisation skills
* Knowledge of contact centre fundamentals
* Adaptability to multi-task and work towards challenging objectivesThis contract has been deemed and inside IR35 role, therefore you will need to be paid via umbrella company. The above rates are the umbrella company rates subject to weekly fee and deductions
If you are interested in this role and would like to be considered, please click apply
Industry: Admin and Secretarial
Salary: Up to £12.50 per hour
Salary Benefits:
Vacancy Type: Contract
Job Skills: resource, coordination, planning, administration, administrator
Contact Name: Kayleigh Dutton
Website: -
Direct Application URL: -