Engineer Scheduler (inbound Call Centre- shift work inc weekends)

Job description

Job Purpose and Summary

This customer services telephone based role is to support the field based service engineer/technician teams who fix our mulitfunction devices (photocopiers) for Canon's business customers.
You will be part of the Resource Management planning teams in our Birmingham call centre taking the call from the customer and co-ordinating the process of booking an engineer to ensure that the machine is fixed within a certain time frame.

Interesting role, as no incoming call will be the same, where you will use your listening, problem solving skills to determine the next course of action. Using our systems of which training will be given, you will be despatching field service technicians to attend to client sites and recording activity carried out and will update that information accurately into the Call Management system.

Please note that this role operates a 5 week rota - details in this advert of which hours outside of 8.30am - 5pm will require you to work on site alone and handle all incoming telephone queries with no supervisor present, though a on call duty supervisor will be available to escalate issues or discuss a particular course of action. Own transport is therefore advisable

What we give

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

Review and is responsible for ensuring there is the availability of field engineers to cover indirect activities and holiday planning. This requires strong monitoring and planning skills as some work will be to oversee the automated planner activity.

Ensures that requests for service are planned/scheduled in order to meet customer service level agreements.

Works with the field engineers to ensure resources are correctly allocated to accommodate field operational needs.
Carries out call dispatch and book off when required and corrects mistakes in visit reporting. Accuracy of data paramount.

Monitors work to outside suppliers and TPM (Third Party Maintenance) organizations.

Escalates customer enquiries as defined in local procedures.

Resolves & or escalates data corrections in order to improve data integrity as defined in local procedures

Keeps the customers informed, when appropriate and requested, regarding the status of the request.

 

What we ask

We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We're looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.

Inbound telephone call centre experience.

Customer Record Management (CRM) system application experience & MS knowledge - Word, Excel, emails . Training given

Excellent communication skills and customer service skills - verbal and written

You will need to have had experience of scheduling e.g engineers, to work on different customer sites. Planning and scheduling experience is therefore essential to succeed in this role.

Good geographical knowledge - training given

Accurate Data entry & analytical skills

Effective Time Management

 

You will need

You will need to communicate effectively, analysis queries and take appropriate action. Enjoy problem solving and look to cost effective solutions. Able manage own workload Customer focussed and able to negotiate and influence.

Further Information

Closing Date –   12 December 2016 - Please apply as soon as possible.
Location – Birmingham
Salary - £17,538 to £18,512 + Shift Allowance + OTE Annual Bonus £5% per annum 

5 Week Shift Pattern
Wk1  Nights 10pm to 6am Mon – Fri, Sat and Sun Off
Wk2  Afternoons  2pm to 10pm Mon – Fri, Sat and Sun Off
Wk3  Earlies 6am to 2pm Mon – Fri, Sat & Sun Night Shift 6pm to 6am both days
Wk4  Rest Week Mon – Fri,  Sat & Sun - Day Shift 6am to 6pm both days
Wk5  Standby for Mon to Sun 7 days to cover either sickness or holiday 

Key Benefits
Basic 25 days holiday plus bank holidays (increasing to up to 27 with long service)
Company Pension Scheme
Life Cover for those in the pension scheme
Free private healthcare for all employees (tax on benefit payable by employee)
Long service awards
Focus on learning and development and career progression
Staff purchase scheme.
You @ Work scheme – discounts with over 100 named brands and suppliers on their products and services
Employee forum network
Summer Hour Policy
Interest Free Season Ticket Loan
Childcare Voucher Scheme
Ride 2 Work scheme
Employee Assistance Programme
Company Maternity / Adoption / Paternity Policies
eLearning online training courses available to all employees
Variable pay scheme (bonus/commission)

No agencies please

Canon is enriching lives and businesses in incredible new ways. You can play a part in shaping the future of a company that’s strong, ambitious and considerate, where people do great things together. You can expect the exceptional and achieve the exceptional, with the world's best imaging company. 

Expect the Exceptional.