Operations Coordinator - permanent. £22,000 per annum + overtime. Basildon area
A superb opportunity has arisen for an experienced Coordinator to join our global client on a permanent basis. Successful applicants will have previous experience scheduling engineers and managing customers.
Our client is seeking a driven individual with strong customer service and coordination experience, who has the ability to forge strong client relationships and a positive and proactive approach.
To liaise with Regional Managers, Team Leaders and Engineers daily and assist with the management of their workload and activity, ensuring that all engineers are being presented with an agreed set number of jobs per day and an achievable plan is set for the Region.
Ensure that all jobs/appointments scheduled for that day have an engineer provisioned to attend and are attended within the agreed response time.
Provide daily reports to the Customer Service Manager and the Regional Manager on call prediction for the following day.
Escalate to Regional Managers and Business Managers to address calls that are high priority and at risk of not meeting the SLA.
Ensure that customers are advised about calls that will be missed once a commitment is made and that the relevant controller notes are added to the request text fields in the Customer Management System.
Provide weekly reports to the Customer Service Manager on overall Region KPI's and available capacity for the following weeks.
Manage the overdue calls / backlog daily. Liaise with engineers and Regional Managers to ensure that any calls that are becoming difficult to resolve or have had multiple engineer visits, are completed.
Liaise with Trading Standards around the UK to book appointments to resolve weights and measure/cutback calls in a timely fashion.
Attend the weekly conference call with Regional Managers, ensuring that yesterday's SLA results are discussed and challenged, backlog calls, repeat outstanding visits and any issues that day will have a potential impact on performance.
Previous Customer Service and Administration experience is essential.
Computer literate, including knowledge of Microsoft Excel and Access.
Experience in an operations environment dealing with engineers/on the road vehicles and scheduling.
Free, on site parking
25 days holiday + 8 Bank Holidays
£22,000 per anum + weekend overtime (expected to work 1 in 5 weekends), some bank holidays and additional overtime slots during the week occasionally required
Keywords: operations, scheduler, engineers, coordinator, administrator
Cordant Group is an equal opportunities employer