Department: Service Desk
Job Title: Service Co-ordinator / Call Planner
Location: CBES Service Desk (Chadderton)
Responsible To: Compliance Supervisor
Job Function:
To liaise with operations colleagues, external contractors, suppliers and the customer to ensure the effective allocation of jobs to ensure completion within agreed timescales & maximizing engineer productivity
Ensure the accurate recording of information on Alarm Master, the management of associated documentation, pricing guidelines & thresholds in line with Company procedures and key performance indicators
Ensure compliance with associated statutory regulations
Principle Accountabilities:
Receive and log on Alarm Master incoming service requests from clients via email Also, PPM remedials
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Accept calls on client portals and issue ETA
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Ensure works are in scope & plan for correct prioritising by SLA & ensuring maximum productivity
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To ensure that any unattended/unactioned jobs have been carried over
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Plan in client PPMs to ensure SLAs are met
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If jobs are being moved then Mercury should be updated to reflect this
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Escalation/chase e-mails are dealt with
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Check ‘in progress’/’service incomplete’ jobs to ensure no return visits or out of scope works have been missed
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Plan in returns & 2-man jobs (liaise with other planners across all disciplines)
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Ensure jobs that have or will breach the threshold are flagged to Compliance Supervisor to be actioned (for both in & out of scope works)
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Ensure POD’s are recorded on the instruction to the engineer when allocating jobs where parts have been sent to site
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Providing holiday cover for other team Service Co-ordinator / Call Planners
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Organise and prioritise work to maximise efficiency and achieve deadlines
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Communicate fluently and confidently with colleagues, customers and management
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Ensure effective written and verbal communication of all critical operational issues where required
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Work as part of a team to deliver excellent service to the Customer
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- Comply with any other reasonable management instruction or ad-hoc duties
