Scheduler Assistant / Appointment Booker / Customer Service

Job Title: Smart Metering Planner

Location: Elland, Calderdale, West Yorkshire

Salary: Competitive

Hours: Usual office hours will be operated on a shift basis;

- Monday to Friday 08:00am - 22:00pm

- Saturday 08:30am - 18:00pm

Job Role:

The main purpose of this role is to schedule appointments on behalf of clients to install/exchange/remove Smart Meters whilst maximising Engineer capacity. The role will also resolve inbound queries from customers/clients and liaising with the Engineers to ensure an excellent service is provided.

Key Responsibilities:

• Planning of installs by outbound calling to liaise with the customers to agree suitable date/time.
• Schedule works to ensure route planning is realistic and efficient.
• Enter customer details quickly and accurately into database and/or spreadsheets.
• Ensure customer enquiries are answered by responding or escalating to Contact Centre Team Leader if unable to resolve.
• Deal with customer enquiries, ensure correct information is provided and all relevant persons are informed.
• Run reports through in house system and excel on a weekly, monthly and adhoc basis to meet business requirements.
• Ensure Smart Metering compliance to internal SLA's and targets (e.g. install numbers, planning and completions).
• Collate information for Management/Senior Management as required.
• Respond to emails sent from the general enquiry box to answer Customer questions.
• Participate in on-going training and development, regular performance reviews and monthly one to ones.
• Carry out any other reasonable duties as required by the company
• Adhere to the company and department standards, policies and procedures.
• Adhere to the policies and procedures to attain and maintain the required competency level to perform the role and, in particular, to promote a culture where customers are treated fairly, with openness and honesty.
• Apply company values in all day to day activities.
• Understand the health, safety, environmental & associated legal requirements that are relevant to our work and comply with these. Actively promote issues regarding health, safety & the environment.

Person Specification;

• Good planning/organisational skills
• Personable with excellent communication skills - both written and verbal
• Ability to meet and exceed customer expectations
• Excellent attention to detail
• Conscientious, hard-working and self-disciplined
• Ability to work to deadlines/targets for self and others
• Works effectively and calmly under pressure
• Ability to work on own initiative
• Strong team player
• Successful outbound contact center experience with a minimum of 2 years
• No formal qualifications required
• Ability to prioritise and meet deadlines
• Previous experience of inputting/updating databases.
• Effective coaching skills
• Highly articulate with a clear telephone manner
• Good IT skills with knowledge of Microsoft Word, PowerPoint, Excel and Outlook
• Good work ethic, highly self-motivated, and positive
• Ability to organise and manage own workload

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience or relevant job titles of; Scheduling Assistant, Appointment Administrator, Scheduler, Operations Scheduler, Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, may also be considered for this role.