Company Overview
Phoenix Gas Services, established in 1994, is a well-reputed local family-run company specialising in central heating, hot water solutions, and renewable energy alternatives. We are committed to building sustainable relationships with our community, employees, and clients while promoting responsible business practices.
Summary
As our Customer Appointment Co-ordinator, you are imperative to our daily operations, ensuring that customers are always aware of our attendance. Operating from our fast-paced office, you will receive job requests via client emails, telephone calls, and system interfaces. Your core focus will be co-ordinating the diaries of our operatives for service, repair, and installation jobs across all our workstreams, ensuring our team is utilised effectively and customer expectations are consistently met.
What we Offer
Starting salary of £29,120 per annum
Company pension (After successfully passing your probation)
28 days annual leave (inc of bank holidays)
Birthday off each year (after 1 year of service)
Benefits package with Mintago (includes retail discounts, cycle to work scheme, gym discounts, cinema discounts, Virtual GP, Employee Assistance Program, Childcare scheme, Lifestyle benefits and more )
Key Responsibilities & Deliverables
● Brand Ambassador: Represent Phoenix Group with pride, consistently displaying our high company standards, professionalism, and values in every single customer and client interaction.
● Diary Management & Scheduling: Book appointments and dispatch operatives for service, repair, and installations across all workstreams using our primary WMS Propeller.
● Workload Monitoring: Proactively monitor engineers' diaries to ensure they have sufficient work scheduled to achieve their daily and weekly targets.
● Customer Communication: Act as the vital link between our business and the customer. Ensure customers are fully informed of our attendance times and requirements to guarantee smooth access for our operatives.
● Multi-Channel Co-ordination: Promptly handle and process job requests received via client telephone calls, emails, and automated system interfaces.
● System Administration: Maintain highly accurate customer data and job notes within our systems, while developing a working knowledge of our secondary platforms, DRS and Priceworx.
Key Performance Indicators (KPIs)
To ensure we maintain our fast-paced, results-driven standard, this role will
be measured on:
● SLA Compliance: Planning works strictly to our clients' Service Level Agreements.
● Customer Satisfaction: Delivering a seamless, professional booking experience that results in positive customer feedback.
● Data Accuracy: Maintaining a high level of accuracy for all customer data and job logs.
● WMS Utilisation: Volume and accuracy of jobs planned directly via WMS Propeller.
● Target Achievement: Ensuring engineer jobs are planned efficiently to meet operational targets.
Person Specification
Experience & Qualifications
● Previous experience in a scheduling, dispatch, or high-volume customer service role.
● Experience within FM / Building Services / M&E, construction, or social housing sectors is highly advantageous.
Core Competencies
● Technical Proficiency: Confident using scheduling software. You will be required to use WMS Propeller daily, and must be willing and able to gain a working knowledge of DRS and Priceworx.
● Communication: Excellent verbal and written communication skills to handle phone and email requests professionally.
● Organisation: Strong multitasking abilities, extreme attention to detail, and the capability to prioritise tasks effectively in a fast-paced environment.
Personal Attributes
● Culture Fit: A positive, welcoming attitude that aligns perfectly with our laid-back but highly results-driven office dynamic.
● Customer-Focused: Empathetic and dedicated to acting as a true brand ambassador, ensuring every customer feels valued and informed.
● Resilient: Able to remain calm, focused, and adaptable when dealing with changing schedules and fast-moving daily demands.
● Team Player: Willingness to support the wider admin team during peak periods.
Job Types: Full-time, Permanent
Pay: £29,120.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
