Planned Maintenance Coordinator

Overview

Qualis Group Limited currently have an exciting opportunity for a Planned Maintenance Coordinator (Customer Facing) to join Qualis Group Limited's growing team based in Loughton, Essex.

The purpose of the role:

To support the operations teams and proactively engage with customers and colleagues to provide a first-class customer experience throughout Qualis Group Limited's planned works activities.

Remuneration:

The ideal candidate will join Qualis Group Limited on a full-time basis in return for a salary between £26,000 - £30,000 per annum. Exact salary will reflect your experience and skill set.

You will also receive other benefits including:

• Opportunity to earn a performance-related cash bonus of up to 15% of salary
• Pension scheme contributions set at 7% of salary
• Life Insurance cover at 4 x your annual salary
• Private healthcare
• 25 days of holiday, plus bank holidays

Your key responsibilities will include:

1. Being the first point of contact for customers, providing high levels of service throughout the planned works process.
2. Visiting customers to discuss the customer journey and agreeing on options before works commence.
3. Working closely with Contract Co-ordinators to ensure seamless service delivery.
4. Providing a face-to-face service for customers in their homes daily.
5. Assisting vulnerable customers with packing items.
6. Acting as a point of contact for aftercare issues.
7. Logging customer compliments correctly and acknowledging them appropriately.
8. Directly contacting customers to address any grievances effectively.
9. Encouraging customers to provide feedback through digital channels.
10. Facilitating customer focus groups and workshops.
11. Representing the company professionally in meetings.
12. Undertaking flexible working patterns as needed.
13. Providing administrative cover for the voids and planned team as required.
14. Demonstrating core values: working as one team, personal ownership, and being customer-focused.

Corporate Responsibilities:

Ensure Qualis Group Limited's customer service and delivery is excellent and continually improves while maintaining operational effectiveness and equality.

Experience:

• Previous experience in a customer-focused environment.
• Experience managing customer expectations during planned maintenance works.
• Experience dealing with customer feedback across various communication channels.

Required knowledge and skills:

• General maintenance knowledge is advantageous.
• Good communication and social skills with a strong customer focus.
• Ability to maintain professionalism at all times.
• Problem-solving abilities, balancing customer needs with operational targets.
• Good knowledge of ICT systems, including Microsoft Excel and PowerPoint.

Required qualifications and experience:

• Relevant qualifications or equivalent working experience.
• Good awareness of safeguarding issues.
• A satisfactory DBS check is required.
• Full driving licence and access to a vehicle for travel to sites.