Customer Care Advisor/ Planner (Administrator)

Key Responsibilities

• Schedule and coordinate engineer appointments using planning/response systems, ensuring work is completed within client deadlines.
• Plan and optimise engineers' daily work routes to maximise productivity and operational efficiency.
• Liaise with clients, tenants, engineers, supervisors and internal teams to coordinate work schedules and resolve queries.
• Monitor and ensure achievement of client KPIs, service levels and contractual timescales.
• Process work order variations and arrange follow-up appointments where additional work is required.
• Maintain accurate administrative records, update scheduling systems and ensure all documentation is completed correctly.
• Process invoices, job completion records and customer satisfaction surveys in line with company procedures.
• Support the onboarding and training of new employees on scheduling systems and company processes.
• Ensure compliance with company policies, quality standards, health & safety procedures and operational processes.
• Prioritise multiple tasks, manage changing workloads and respond effectively to urgent scheduling requests.

Essential Skills & Experience

• Previous experience in an administrative, scheduling, planning or coordinator role.
• Excellent organisational and time management skills with the ability to manage multiple priorities.
• Strong communication skills with confidence handling telephone and email enquiries.
• Experience scheduling appointments, allocating work or coordinating field-based teams.
• Good knowledge of Microsoft Office, particularly Excel, Word and Outlook.
• High level of accuracy with data entry, record keeping and administration.
• Ability to work in a fast-paced environment while meeting strict deadlines and KPIs.
• Strong problem-solving skills with the ability to resolve scheduling conflicts and prioritise workloads.
• Professional and customer-focused approach when dealing with clients, tenants and stakeholders.
• Ability to work independently as well as collaboratively within a team while maintaining attention to detail.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.