Onboarding & Planning Executive
Location: Milton Keynes (Hybrid Working)
Hours of Work: 35 Hours p/w. Office days on Tues & Weds, plus condensed working hours.
About the role:
Our customer & planning engagement team is pivotal in the global delivery of BSI's Product Certification portfolio. Operating across various departments, we ensure a first-class Client Experience by proactively planning and booking assessments for new and existing clients.
If you excel in client-focused roles, possess quick thinking abilities, and approach challenges with a methodical and solutions-oriented mindset, this opportunity is perfect for you. Please join us in delivering exceptional services to our clients!
Responsibilities:
1. Working within a designated region (UKI), however working across the global business to meet our clients' demands.
2. Manage key aspects of new client applications, on-boarding the client through to the ongoing maintenance and scheduling of their assessment programme.
3. Build strong and effective relationships with our global Sales, Laboratory and Certification teams, to ensure on-boarding of new clients is smooth and effective, linking in all relevant stakeholders to deliver a seamless client experience.
4. Work across Product Certifications Delivery teams, ensuring that we are delivering the client programme, regardless of location. Ensuring we plan Hybrid audits (where appropriate) to minimise our carbon footprint and better support our clients.
5. To identify resource solutions for all un-booked Assessments within a designated territory and book with clients utilising all available planning tools, providing short and long term planning solutions, ensuring monthly delivery and relevant KPI targets are met.
6. Take ownership of availability for specific external delivery teams and work with our global delivery teams to utilise all diary availability.
7. To manage all calls (inbound and outbound) in an effective manner to ensure that the BSI brand “Tone of Voice” and quality guidelines are always maintained.
8. Negotiating with customers in relation to diary moves to minimise the number of changes necessary whilst implementing policy where required to ensure that any cancellation charge is correctly applied, with prompt rebooking of the affected job(s).
9. Manage individual workflows/Client programmes, to ensure none become out of date and place our client certificates at risk.
10. Identify opportunities to grow the business through communicating relevant products and services to our clients, leveraging BSI's entire portfolio.
11. To ensure that all associated administrative tasks associated with visit booking are processed in a timely and accurate manner, in line with written quality guidelines.
12. To take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers to prevent escalation into complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded.
Required Skills & Experience:
1. Experience gained within a customer focused position.
2. Ability to engage professionally and confidently with clients.
3. Experience of working in a planning role.
4. Experience of working in a similar compliance driven role.
5. Experience in handling difficult conversations with clients.
6. Ability to effectively communicate at all levels.
7. Able to multi-task and wear multiple hats.
8. Strong negotiation and influencing skills.
9. Methodical with a high attention to detail.
10. Proactive problem solver and solutions oriented.
11. Able to work under own initiative and as part of a team.
D&I Policy
BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization all while having fun doing great work. BSI is a community where everyone can thrive.
If you require any reasonable accommodations to be made on account of a disability or impairment throughout our recruiting process, please inform your Talent Acquisition Partner.
Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.
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