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Essential Duties and Responsibilities: The specific responsibilities and accountabilities for each Contract Planner will depend upon the Contract, business need and experience.

Managing the Client/Contract

To manage client's expectations as per each individual contracts service level agreement

To monitor and oversee all daily services ensuring they are allocated to relevant engineers

To investigate service appointments that have had repeat visits and highlight to Contract Managers/Clients as and when necessary

To ensure monthly service programme is planned in for all contracts worked on

To manage and maintain the service process and ensure it is carried out so that the client’s can follow their legal process

To provide legal packs as and when required.

Provide status and ad hoc reports against the service program for Clients and Contract Manager

To ensure all service queries are managed in a professional manner by applying proper telephone etiquette in order to satisfy various customer situations

Other Duties:

To manage engineers daily workload, ensuring engineers are in the correct locations with correct amount of daily work

To update Servicesoft with correct job notes relating to queries

To gather and communicate cancellations of daily work and allocate to call bank to action

To be flexible and help out with other areas when colleagues are busy or absent

General office administration duties including filing, faxing and photocopying

To assist with management and handling of calls in peak times/periods throughout the working day

To provide a daily report for following day service appointment for Call Bank

Any other duties as and when required in order to meet the needs of the business

Collaboration:

To serve as a focal point to communicate and resolve issues with other departments

To meet with relevant manages to ensure effective communication for the smooth running of Contracts.

Work with and collaborate with Contract Planners and Call Bank to provide effective communication and provide excellent customer service

To communicate and check engineers work from the previous day to ensure all jobs are closed down

Updating Client Portal as and when required.

Accountabilities:

Prioritisation and time management of own work.

Identifies areas for improvements and creates solutions and directive to resolve.

Fully understands the processes for all Contracts KPI’s

Manages and responds efficiently to Clients queries via email or telephone.

Education and/or Work Experience Requirements:

GCSEs (or equivalent) to include English and Maths (would be an advantage).

Computer literacy, knowledge of MS applications (Word, Excel, Powerpoint and Outlook).

Planning and Organising

Business Awareness

Communication

Client Focus

Team Player

Initative

Flexibility

Ownership