Planner

SUMMARY:
We are seeking a highly motivated Planners to join our dynamic team. As an integral part of our customer-facing operations, you will:

• Serve as the primary point of contact for customers, always representing the company with professionalism and in-depth knowledge.
• Manage both inbound and outbound calls efficiently, ensuring all customer inquiries and concerns are addressed in a timely manner.
• Ensure priority workstreams are executed in line with established KPIs.
• Contact customers to confirm next-day appointments and manage cancellations by coordinating with the appropriate teams.
• Proactively schedule jobs in engineers’ diaries, ensuring both customer satisfaction and optimal workflow for engineers.
• Coordinate customer and engineer availability to maintain a seamless experience while ensuring efficient diary management.
• Handle incoming and outgoing emails promptly and accurately, thoroughly documenting and reviewing notes to ensure a high standard of customer service and team collaboration.
• Actively seek and implement feedback from call coaching and monitoring sessions to support personal development and the consistent delivery of exceptional customer service.
• Escalate any concerns or issues through the appropriate internal protocols.

POSITION INFO:
What We're Looking For:

• Experience in a customer-facing role, ideally with a background in both inbound and outbound calling. A minimum of 1 year in customer service and 1 year in sales (inbound/outbound) is required.
• Prior experience in planning and scheduling, with knowledge of UK-wide geography, is highly desirable.
• Excellent communication skills, both over the phone and via email.
• Strong attention to detail with a commitment to delivering high-quality service.
• Ability to manage high volumes of work efficiently.
• Familiarity with multiple online systems, including Microsoft tools and bespoke in-house systems.
• Experience in objection handling with a natural flair for sales.