The role

This role will primarily involve contacting our clients  portfolio of commercial customers to arrange Smart Meter appointments - including meter exchanges, meter maintenance and new connections. You will be part of a sub team that are responsible for efficiently arranging appointments for engineers within your region - considering travel time, engineer skill/authorisation levels and customer demand.

Key responsibilities & accountabilities

    Handling high volumes of inbound and outbound customer queries in relation to appointment booking, via telephony and email

    Responding to general customer enquiries according to the requirements of customer contracts in accordance with defined procedures

    Efficient scheduling of appointments into engineer’s diaries

    Arranging completion of short notice emergency work to appropriate field operative taking into account productivity, operational and customer service requirements, including liaison with other departments and external organisations

    Working to set performance targets

    Using initiative to resolve scheduling and associated issues that occur within the team

    Ensuring scheduling is in line with service level commitments and requirements

    Building strong work relationships with your sub team and broader Scheduling team, as well as engineers

    Being a part of the broader Scheduling team, working towards hitting and surpassing our KPIs

What you’ll bring

    Up to 2 years’ experience in associated field – desirable but not essential

    Knowledge of Meter Operators (MOP) – desirable but not essential

    Excellent Customer Care skills

    Excellent communication skills

    Good interpersonal skills

    Keyboard/Personal computer skills

    Strong multitasking skills

    Strong problem-solving skills

    Knowledge of relevant company procedures