Job Title: Client Planning Advisor
Location: Milton Keynes, United Kingdom
Hybrid working model: 3 days in the office and 2 days working from home
Purpose
To deliver the ethos of Making Excellence a Habit through the proactive and effective assessment planning and booking, serving both internal and external customers and to contribute to overall achievement of UK delivery target.
Responsibilities
- Identify resource solutions for all unbooked visits within a designated territory and book with clients using all available planning tools, providing short and long term planning solutions to ensure Monthly delivery and relevant KPI targets are met.
- Take ownership of availability for specific external delivery teams and work with Operations Managers to utilise all diary availability.
- Handle all calls (inbound and outbound) in an effective manner to ensure that the BSI brand “Tone of Voice” and quality guidelines are always maintained.
- Negotiate with customers regarding diary moves to minimise changes while implementing policy to ensure any cancellation charge is correctly applied, with prompt rebooking of affected job(s).
- Ensure no unbooked assessment visits are left in previous months by monitoring unbooked work and rebooking promptly.
- Manage individual workflows to ensure none become out of date and are utilised as a tool to manage workload.
- Respond to and resolve customer dissatisfaction feedback received via the customer survey process.
- Identify opportunities to grow the business by communicating relevant products and services to existing customers where possible.
- Ensure all administrative tasks associated with visit booking are processed in a timely and accurate manner, in line with written quality guidelines.
- Take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers to prevent escalation into a complaint, highlighting instances to line management where authority limits may be exceeded.
Key Performance Indicators
- Operations Team diary availability
- Delivery Days target and unbooked work
- Planning Status conversion rate and timescale
- Outbound call target
- Customer satisfaction survey feedback
- Sales Leads generated
Dimensions
- Provide excellence in customer service by taking proactive ownership of assigned territory and workload.
- Be aware of and meet key performance targets including Days Delivered, Diary Availability and Customer Satisfaction.
- Utilise all available resources and planning tools to ensure maximum delivery potential.
Knowledge / Skills / Abilities
- Geographical knowledge to support cost effective booking of visits
- Competent resource skills to provide accurate and efficient booking of all visits
- Excellent telephone skills with ability to effectively communicate at all levels
- Resilient, with an ability to manage conflicting situations on the telephone and negotiate resolutions
- Effective team worker
- Proactive problem resolution
- Accuracy of work with the ability to operate in a right first-time environment
- Tenacious, positive and resilient
- Target focused
- Computer literate in all required applications
About Us
BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments. Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between – to accelerate progress towards a better society and a sustainable world. BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.
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