Customer Care Advisor / Planner

Offer ID: 72898

Job: Support Functions / Other

Contract type: Customer Care Advisor / Planner

Schedule: Full-Time

Country: United Kingdom

EQUANS are recruiting for a Customer Care Advisor / Planner to be based in Oldham. This is a 12 month fixed term, full-time role working 37 hours per week. On offer is a competitive salary and benefits package.

General Overview

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

Key Accountabilities

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
  
  

Assist with the adherence to the Company quality standards including:

• Compliance with Equans procedures and processes
• Maintain and care for all Equans property
• To wear appropriate clothing / uniform
• To ensure areas of work areas left clean and tidy at the end of the day
• Liaison with all stakeholders
• Material co-ordination
• Ensure accurate / timely completion of any relevant documentation
• To oversee/assist in the training of new starters as required
• Any other reasonable management request
  
  

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
  
  

Who are we looking for?

Skills And Abilities

• 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

• 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
  
  

Key Attributes

• Self-motivated
• Enthusiastic
• Flexible & adaptable
• Good communicator
• Ability to work both alone and as part of a team
• Well presented
• Reliable
• Polite and Courteous
• Customer Care focused
• Professional attitude to work
  
  

Who are we?

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.  

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

EQUANS is a Bouygues group company.

What's next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.