FTCPA2021 - Customer Planner Advisor

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Posted: 27/05/2021 15:31
Start Date: Not Available
Salary: Competitive
Location: Sittingbourne
Level: Administrative
Deadline: 31/12/2021 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- Permanent

Full time positions available – (see further below for details of hours etc).

Do you have experience in customer service contact centre inbound calls? Are you passionate about delivering great customer satisfaction? If that is the case, we have the role for you.

We are actively recruiting for Customer Planner Advisors to join our busy customer service team at our main office in Sittingbourne.

We have multiple full positions available and are looking for experienced customer planners to join our growing office team.

More about us:

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.

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 Customer Service Operations 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 service levels. You will be friendly, professional and empathetic, using the tools and information available to find the best possible solution for the customer.

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 and text.
  • To ensure all appointments are booked in accordance with the contractual service levels.
  • To maintain outstanding customer service keeping our customers informed at all times.
  • Collaborate with your team members in all activities to achieve/surpass our service delivery across the business, 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.
  • To assist with administration tasks ensuring service levels are maintained at an acceptable level and escalated where required.

Hours of work

Full time positions cover; -

  • 37.5 hours per week Monday to Sunday on a shift rota basis.
  • Week 1 – Monday to Friday 8am to 4.30pm.
  • Week 2 – Monday to Friday 10:30am to 7pm
  • 2 Saturdays per months (8am-4.30pm), if a Saturday is worked, day off in the week.


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

Please note, CVs 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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