Call Planner – National Service Bureau

Location: Leeds Department: National Service Bureau

An exciting new opportunity has opened up at SECOM's National Service Bureau for a call planner.

Benefits

Competitive salary (DOE)
Office and remote working from home
Pension scheme
Aviva health scheme
Life cover
Employee discount on security for your home
Employee Discount Scheme, which is applicable to over 900 of the UK’s top retailers, including travel, groceries, gym memberships, utilities and more.

To ensure service delivery is met to clients in line with their SLA where applicable
To meet predefined target times, SLAs and KPIs by managing service calls into the NSB and ensuring engineers are despatched in line with contractual obligations
Ensure PPM compliance is achieved through co-ordinated planning
Ensure all stakeholders are updated in the event that reactive calls cannot be delivered
Ensure that all stakeholder are updated in the event that PPMs cannot be delivered

Liaise daily with the regional engineering teams to ensure SLAs are met.
Plan the engineers diary using the company business system ensuring that calls are resolved in a timely manner
Liaise with RSD and Portal Management to ensure our high priority accounts are fully aware of our delivery
PPM compliance is achieved in line with NSI guidelines
Liaise with the NSB and Regional Management &/or National Accounts and highlight/escalate any known issues or queries that may impact on service delivery to our clients
To be flexible and adaptable when required

Excellent timekeeping
Good communication skills
Confident telephone manner
Ability to work as part of a team and be respectful to colleagues
Ability and confidence to make key decisions with the information provided on our company business system
Excellent verbal and written skills
Computer literate
Microsoft office proficient