Role: Customer Care Advisor/Planner
Contract: 3 months (possible extension)
Location: Oldham, UK
Role type: Full-time
Working shifts: Monday to Friday (37.5 hours)
Client: Equans
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.
Job Summary
The role of the Customer Care Advisor/planner is to support the planning and customer service team by handling customer interactions via phone, email and portal activities.
Duties include: responding to phone calls and email requests, maintaining customer service records via the CAFM system, planning in operatives works and updating diaries.
Carry out various tasks to a high standard as instructed, including but not limited to:
- Confirming and booking in appointments through Equans IT system currently Castleton Maintain.
- Raising and updating support tickets to enable tracking and resolution of customer requests.
- Investigating and resolving customer complaints and closing out support tickets.
- Ensuring Customer Service Level Agreements have been met
- Maintaining a database of customer information.
- Escalating and liaising with appropriate teams when necessary.
- Arranging follow on appointments for any jobs not completed on first visit.
- Closing jobs in the system complete or cancelled as the day unfolds.
- Communication with operatives / Engineers on site
- Written and verbal communication with MCC / Northwards
- Dealing with various inboxes
- Customer Satisfaction surveys
- Work in any workstream as required
- Any administration task to support the role
Skills and abilities including but not limited to:
- Excellent organisational skills
- Ability to deliver high quality Customer service
- Ability to communicate professionally at all levels
- Current and Valid Full & Clean UK driving license
- Professional attitude and approach to work
- Ability to competently operate IT packages eg. MS office
Experience including but not limited to:
- Experience of Partnership arrangements
- Experience of Responsive Repairs or service contacts
- Understanding of local government and RSL's
- Understanding of an appointment process
- Previous Planning experience
What happens next?
Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
