Engineer Scheduler / Customer Service (June Start)

What You’ll be Doing As Customer Service Coordinator

As a Customer Service Coordinator / Engineer Scheduler (Customer Service Advisor) within our Customer Excellence Teams, no two days will be the same, but you’ll always strive to provide the best customer service experience. You will work with a variety of stakeholders, including field-based Engineers, Account Managers, our Branch network and also our external customers.  Where you will carry out a number of customer service-related tasks, focused around coordinating and dispatching Engineers to our customers within specific timeframes to meet service level agreements. Duties Include:

• Planning, routing and coordinating Engineer visits – Diary management.
• Tracking each job and status through to completion
• Identifying potential delays and reacting
• Communicating and updating Engineers, internal stakeholders and customers by email and telephone platforms
• Update and maintaining multiple scheduling systems, platforms and CRM’s
• Meeting KPI’s (focused on timely dispatch)

WORKING HOURS: 37.5 hours per week | Monday to Friday | 8.00am – 4.00pm OR  9.00am – 5.00pm

What We Would Like You To Bring

Simply put, experience isn’t necessary as we offer full training and support. Whatever your background we would like you to ask yourself ‘What can I do to make a difference to this Customer or Stakeholder’, every time you answer a call.

• You‘ll be a natural communicator, with an ability to build rapport with our customers and your colleagues
• Solution focused – Strive to understand and resolve potential issues to meet dispatch timeframes
• Prioritise workloads & multitask effectively – You’ll work with a number of Engineers & customers at any one time
• Open minded and willing to learn - Learning in a fast-paced and ever-changing environment, isn’t for the faint hearted but we will endeavour to set you up for success, and it starts with an initial three-week classroom induction
• Solid IT literacy - We use multiple systems, both inhouse portals and Microsoft systems
• Highly organised - Planning or scheduling experience would be beneficial but not essential

About Us, Our Culture & What We Can Offer You

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems.  Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things!

Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.   

SALARY:  £23,000 per annum

• 25 days holiday, plus bank holidays
• Free Onsite Parking
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety discounts
• Childcare Vouchers
• Health & Wellbeing Resources 
• Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence