CPA20 - Customer Planner Advisor

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Posted: 05/08/2020 12:36
Start Date: Not Available
Salary: Competitive
Location: Kent
Level: Operational
Deadline: 30/09/2020 23:59
Hours: 37.50
Benefits: Pension, Employee Assistance Programme, Shopping Discount, Volunteering Days off, Long Service Awards and Benefits Scheme
Job Type: Permanent

Customer Planner Advisor

Swale Heating are one of the biggest and most recognised heating specialists in Kent.  We have been operating since 1972 - meeting the heating needs of the South East of England. We are trusted by our customers to keep them safe and warm, every day of the year.

We are currently looking to recruit Customer Planner Advisors. This highly desirable role is a fantastic opportunity to work with the largest independently owned heating company in Kent. If you are looking to work for a positive and forward-thinking company, this is the role for you.


We offer a competitive salary and benefits which includes pension, 20 days annual leave increasing to 25 with length of service, holiday buy and sell scheme, long service award, paid leave for volunteering, employee discount shopping/travel/cinema scheme, discounted healthcare scheme and employee wellbeing programmes. We also provide a challenging yet rewarding work environment with opportunities for career development.

Purpose of the role:

To deliver excellent customer service and planning efficiencies to the CSO Department.

Customer Planner Advisors impact the experience of every customer as they are the first point of contact, offering help, support, guidance and allocating appointments in accordance with SLAs. You will be friendly, professional and empathetic, using the tools and knowledge available to find the best possible solution to the customer’s query.

In addition, this role heavily involves arranging engineers to attend boiler breakdowns and servicing, therefore this is an all-encompassing role which requires someone dedicated to serving customers.

Essential Qualifications & Experience:

  • 2 years’ experience of call handling within a customer services environment
  • 1-year experience within a contact centre environment
  • Demonstrable planning and scheduling experience
  • Minimum 5 A-C grades at GCSE
  • Experience of efficiently managing time and workload
  • Geographical knowledge
  • IT literate (Training will be provided on all systems during induction, however, familiarity with using a PC is required)

Key Tasks and responsibilities of Customer Planner Advisor include:

  • Answering calls from customers and arranging for engineers to attend boiler breakdowns and servicing.
  • Handling a variety of customer enquiries in relation to these appointments.
  • Dealing with customers via multiple channels including phone, email, text, and live chat.
  • To ensure all appointments are booked in accordance with the contract SLA.
  • To maintain outstanding customer service keeping our customers informed at all times
  • Collaborate with your team members in your Hub in all activities to achieve/surpass our service delivery across the business in all areas, promoting positive teamwork.
  • Offering knowledge on Swale Heating products and services to new and existing customers and processing payments where required.
  • Accurately recording customers’ information on our database and updating existing records.
  • Utilising your customer service skills and experience to deal with dissatisfied customers, working with relevant colleagues (both office and field based) to find a satisfactory solution for the customer.
  • To assist with administration tasks ensuring SLAs are maintained at an acceptable level and escalated where required.
  • To Proactively help identify issues that could or will hinder performance operationally within your area.

Behavioural Competencies:

  • Communications
  • Customer focus
  • Contribute to team success
  • Quality Orientation
  • Managing work and time utilisation

Hours of work

  • 37.5 hours per week Monday to Sunday on a shift rota basis (Remote working is available)- Full time and part-time roles available

Please apply online, however if you require further information on the position, please contact the recruitment team on 01795 513999.

Please note, CV’s are viewed on receipt. Therefore, we reserve the right to close or extend this position depending on application numbers. Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.

Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.

By applying for this position, you agree to our Terms and Conditions and Privacy Policy located on the Swale Heating website.

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