Workforce Planner and Internal Account Manager
Full Time
Location: Manchester (King Street)
Salary: £33,000 per annum
SafeGroup is a national leader in specialist cleaning with over 15 years experience in the sector. We are now looking to recruit a Planner and Internal Account Manager to join our expanding business on a full-time basis. The business is entering a period of exciting growth, and our unique product offering means that we are a market leader in deep cleaning and decontamination services in the UK. You will be working in a fast-paced environment with a busy team, delivering a combination of reactive services and planned/project work to our existing clients and dealing with new business opportunities.
Benefits
* Competitive salary
* 30 days holiday including bank holidays
* Medical Health Cash Plan
* Company Sick Pay
* Enhanced Pension Contribution
* Life Assurance Scheme
* Range of benefits via Perkbox including Wellbeing packages
About the Role:
* Manage existing client relationships within the assigned portfolio to deliver agreed services
* Use the CRM system ‘JobWatch’ to manage and monitor customer works
* Liaise with commercial on new business to ensure jobs are resourced and meet specifications
* Ensure customer portals are used correctly to load jobs and monitor progress to completion
* Investigate customer complaints and resolve issues by working with the Operation teams
* Work closely with finance to ensure all billing and invoicing is correctly capturing costs
* Monitor all KPI’s/SLA’s for customers and report performance levels to key departments
* Responsible for the planning and scheduling of work for SafeGroup Operatives in the field
* Closely monitor operative schedules to ensure services to customers are completed
* Liaising with the commercial and customer service functions to book jobs onto the system
* Scheduling operative jobs onto the system for both reactive and planned works
* Communicating with operatives regularly and assist with problem solving and issues
* Making sure work is planned in advance to ensure labour is allocated to customer jobs
* Liaise with Operations Manager on scheduling requirements and identify any staffing issues
* Monitor the systems to ensure that scheduled jobs are being completed by operatives
* Respond to emergency and reactive works and adjusting work schedules accordingly
* Closely monitor the on-call roster to ensure that there are sufficient operatives available
* Identify potential staffing issues in advance of works and provide business with solutions
* Assist customer services and Ops Managers with jobs that require hire/specialist equipment
* Always looking to improve the scheduling process to deliver a better service to customers
About You:
* Previous scheduling experience with good knowledge of CRM/Resource planning tools
* An effective and confident administrator with excellent communication skills
* Personable, approachable, and able to work as part of a multi-functional team
* Well organised with the ability to plan and prioritise workload
* Able to work in a fast-paced office and deal with changes typical in a reactive business
* Can be flexible to work outside of normal office hours and be part of an on-call system
* Ability to deal with people and adopt an empathetic style while also focusing on the job
* Experience of working within a customer-facing environment
* Passionate about putting the customer first with a positive and friendly attitude
* Ability to converse confidently with external customers
* Good telephone manner and experience of dealing with customer queries/complaints
Job Type: Full-time
Pay: £33,000.00 per year
Schedule:
* 8 hour shift
* Monday to Friday
Education:
* A-Level or equivalent (preferred)
Experience:
* Internal Account management: 2 years (preferred)
Work Location: In person
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