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.