Planning and Scheduling Customer Service Advisor

Job Opportunity: Schedule and Delivery Customer Service Advisor

Company: Morson Talent (Recruiting for Severn Trent)

Contract Length: 6 months
Rate: £12.56 per hour
Hours: Monday to Friday

Role Objective: Join Severn Trent’s Planning & Scheduling team, a pivotal unit within the Field and Contact Centre operations. As a Schedule and Delivery Customer Service Advisor, you will collaborate with external suppliers, field managers, operatives, and local planning authorities to ensure timely and precise field operations across the region. Your primary goal will be to schedule and manage workflow for the field technicians and operatives in real-time, aligning with service levels and KPIs to exceed customer expectations and business objectives.

Key Accountabilities:

• Utilize corporate planning tools to prioritize and schedule customer-appointed and proactive work for our field technicians and repair crews.
• Coordinate with customers, highway authorities, and local operational teams to ensure high-quality work compliant with local regulations.
• Keep customers informed about the status of their work requests and guide them through necessary steps to ensure satisfaction.
• Adhere to service levels that guarantee desired outcomes for both customers and the company.
• Actively seek opportunities for process improvement and contribute ideas to local meetings and continuous improvement groups.
• Effectively manage workflow jeopardy, redistributing tasks as priorities and service levels shift to meet evolving customer and business needs.

Experience & Capabilities: To excel in this role, you should possess:

• Proficient IT skills encompassing the Microsoft Office suite.
• Ability to thrive under pressure in a dynamic, evolving environment.
• Exceptional communication skills with a track record of managing customer expectations.
• Capability to interpret and analyse complex information effectively.
• Experience working to service levels and individual targets.

Desirable:

• Familiarity with CLICK planning tools.
• Knowledge and experience with SAP and SWIMM systems.
• Previous experience liaising with external bodies such as highway authorities and local councils.

This is a fantastic opportunity to join Severn Trent’s dedicated team, if you are interested, click APPLY below!