Customer Service Agent

Stockport, England, gb
Company: Adecco
Category: Office and Administrative Support Occupations
Published on 2021-06-23 06:03:40

Planner / Dispatch Agent

5 days per week

Mon-Fri between 7am-10pm

Occasional Sat & Sun 7.30am-10pm

Pay rate :£11.47

Planning / Dispatch agents work to book in Engineers to attend installations/ services/ repairs for customers. The role involves organising and managing engineers diaries and workloads as well as supporting them to carry out the job on customer properties.


* Planning and forecasting activities in a high quality and consistent manor

* Working with local area teams, both field and office based to ensure the planning applications are used efficiently

* Using the in-house CRM system for planning and dispatch tasks, ensuring that engineers have a full diary and busy work load

* Following guidelines to investigate, resolve and process a high volume of customer enquiries

* Appointment planning - Scheduling engineers for appointments in relation to heating + boilers

* Providing updates and ETAs' for customers

* Delivering updates to drivers and keeping them informed of any route changes

* Handling in-day queries, ensuring Engineers have enough work and that journeys are planned effectively

* Liaising with other teams when necessary


* Strong computer literacy
* Customer service experience
* Experience within a contact centre environment
* Experience managing customer journeys
* Passionate about delving a good customer experience

Company Benefits

* Open plan office space

* Small business stalls in the canteen area that sell home made perfumes, handbags, jewellery, sweets etc.

* On site cash machine

* Concierge service - Can take things to the post office for you, arrange for flowers to be delivered, stamps and birthday cards for sale.

* On site Amazon locker so that you can get your parcels delivered to work

* "MyCare" advice and support service for financial advice, emotional or mental health support

* Wellbeing area with comfy couches and a book swap system in place.

* On-site beauty therapist so that you can get your nails done, hair styled or even enjoy a massage on your lunch break or after your shift.

* On site canteen with reasonably priced food items, coffee, cakes, meals etc.

* Quarterly bonuses available after 6 months service for high performers.

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