Reactive Planning Supervisor - Penarth, United Kingdom - Sonic Alarm Systems

Description

• To supervise and manage the effective day to day reactive maintenance callouts, planning and managing engineer's diaries for reactive works to delegate to the reactive coordinator.
• Respond to inbound and initiate outbound customer correspondence.
• Ensure customers are given excellent customer service and provided with all of the information they require to guide them through their needs, providing solutions. Ensuring that when dealing with a customer, their background and previous recommendations have been considered and advice accordingly.
• Being a key person in the office for the reactive callout engineers to liaise with ensuring they are provided with all the information required to carry out the works needed, in addition to liaising with our stock coordinator to provide any parts and materials as needed.
• Have full knowledge of our engineer's work abilities and specialities to enable the organisation and planning of reactive maintenance engineer's diaries.
• To develop and build customer relationships ensuring the highest professional standards are always achieved promoting excellent customer experience.
• Reviewing the reactive coordinators work on our CRM software to ensure the correct outcome as been achieved and invoices have been raised and sent to customers as required and quoted. Ensure that the reactive coordinator has updated our CRM software, detailed works completed or recommended to ensure efficiency for future correspondence.
• Ensure any recommendations or further action works informed by the engineer's are raised on our CRM software, sending higher detailed quotes where relevant or reviewing those raised by the reactive coordinator. Where you have quoted and advised the customer, following this up with the customer if not heard back.
• To oversee the reactive coordinators management of the CRM software call log ensuring that all reactive calls are dealt with effectively and in a timely manner.
• Have full knowledge of all levels of maintenance contracts provided, ensuring callouts are classified accordingly, analysing contract callouts, call backs and chargeable callouts to feed back to the managers.
• Working with the Contract and Maintenance Planning Supervisor to bring together PPM planned preventative maintenance delivery visits and callouts where we can, streamlining engineer attendance increasing efficiency and customer experience.
• Manage the monitored maintenance contract customers ensuring that their requirement are being meet and advising of any recommendations to improve our service and enhance our customers benefits and experience.
• Handle and manage customer complaints should they arise, investigating and reviewing the details. Providing details to the managers in weekly meeting for future training or planning needs.
• Collate the reactive maintenance work hours KPI to monitor how many hours spent on callouts carried out under annual maintenance contracts to evaluate the impact on productivity.
• To achieve the performance standards set by our inspectorate body for timescales of carrying our reactive maintenance callouts in readiness for reporting at our annual inspection.

• Supervisory team leader skills
• Delegation
• Excellent customer service skills
• Strong communication skills
• Decision making skills
• Ability to prioritise
• Focused and highly organised
• Excellent knowledge of word processing, spreadsheets and other productivity software tools
• Work under self management

• Company pension

• Monday to Friday
• No weekends

• Performance bonus

• GCSE or equivalent (required)

• Customer service: 5 years (required)
• Administrative experience: 5 years (required)

• English (required)