Prime Purpose
Serve as a primary contact to meet our customer’s reactive needs, the role is to ensure Secom meet our clients Fire & Security maintenance expectations and agreed SLA/KPI’s.
Responsible to: National Service Bureau Manager
Direct Reports: UK Dedicated reactive engineers
Other Key Relationships: Head of Service Delivery (UK), Regional Service Manager, Regional Planner, RSD, Portal Management/Elite Desk, UK Administration, Distribution and Central stores, Aeromark Support Centre (ASC), BAFE Compliance Team (Fire).
Key Result Areas
* Productivity – Target of 5 completed (Asset) Calls per day are completed by reactive engineers
* Management of all reactive requests to ensure we meet client SLA
* Delivering first class customer service.
* Utilising Secom’s operating platform to ensure customers receive an improved customer service.
* Customers are called and updated if anything changes to our visit at all times to ensure customer satisfaction is achieved.
* Timekeeping, customer care approach to exceed our customers’ expectations
* Employee performance set individual targets will be carried out to meet customers SLA’s, KPI, (performance management).
* NSB and Administration liaison essential.
Key Tasks & Responsibilities
* Co-ordinates daily activities and routes through map-based planning on SECOMs operating platform
* To ensure daily targets are achieved.
* Planning of diary to meet companies and client’s expectations.
* Liaise with regional management &/or National Accounts and highlight/escalate any issues or queries that may impact on our service delivery to our clients.
* Cross referencing of SECOM operating platform
* Daily management of engineer’s workflow to ensure this is followed
* Forward planning of all critical account and domestic customers to ensure these are communicated to and calls placed on the operating platform with promise times.
* Daily management of reactive workload through SECOMs operating platform as well as pro-active management of key work queues.
* Ensure reactive requests are managed effectively and completed within timescales
* Ensure re-plans are managed effectively and completed within timescales
* Where applicable ensure any site documentation (RAMs, centre passes etc) are provided prior to attendance to ensure our engineers have access to the client premises
* Ensure daily handovers are communicated to management along with any further reporting required.
* Health and Safety, enforcing standards, completing all e-learning modules.
The Person
The call planner will ideally have a minimum of two years’ experience and a proven track record of success in a customer delivery role. He or she will be highly customer orientated and have a driven, can do approach. Experience of the Fire and Security Industry is preferred and experience of a fast-moving Service environment with similar characteristics to Secom (large field force, large service desk, impact of service quality, compliance etc.) would be a distinct advantage. The competency profile for this role is summarised as follows.
Setting Business Direction
* Customer awareness- who is the customer (internal or external), what are their needs, how are they best met.
* Analytical – breaks down problems/ challenges into their essential parts.
Achieving Business Performance
* Concern for excellence- focus on high quality outcomes for all – externally and internally.
* Initiative – actively seeks opportunities and resolution to problems without direction from others.
* Critical information seeking – actively seeks key information for decision making.
* Result focus- sets targets and expectations for self and others.
Self-Management
* Goals – set clear goals and develops strategies to achieve these efficiently and effectively.
* Flexibility and Adaptability- works effectively in a variety of situations, appreciates different perspectives.
* Assertiveness – strongly pushes forward and overcomes obstacles where necessary.
* Self Confidence – belief in one’s own ability to achieve a successful outcome.
Top Skills and Proficiencies
* Ownership & Accountability
* Teamwork
* Customer care & Professionalism
* Planning and organising
* Performance & Deadline orientated
* Communication Skills
* Attention to detail
* Adaptability