At a Glance
- Tasks: Coordinate de-looping activities and ensure smooth operations with customers and stakeholders.
- Company: Join a family-run contractor with over 40 years of experience and strong community values.
- Benefits: Competitive salary, supportive work environment, and opportunities for career growth.
- Other info: Diverse workforce welcomed; great opportunity for ambitious individuals.
- Why this job: Make a real difference in a fast-paced industry while developing your communication and problem-solving skills.
- Qualifications: Experience in a contact centre and strong organisational skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
Salary
Our salaries are competitive and reviewed regularly to ensure they remain fair and in line with the wider industry.
Location
Tipton or Birmingham
Our Company
Doocey Group is a family-run utility and civil engineering contractor with over 40 years’ experience built on strong, Black Country values. We’ve experienced significant growth over the past 10 years which we’ve achieved through consistently delivering high quality work on behalf of our clients, including National Grid and South Staffordshire Water. We pride ourselves on the strength of our relationship with our clients and subcontractors and despite operating in a very fast-paced and often challenging industry, we will soon register a turnover of £100m, a significant milestone for the organisation. If you’re looking to join a business that values hard work, loyalty and ambition, you’ll feel right at home here.
The Role
The De-Looping Planner is responsible for managing and coordinating de-looping activities to ensure compliance with all relevant legislation and regulations. This role involves significant interaction with customers, internal and external stakeholders’ companies, local authorities, and internal teams to facilitate smooth operations and minimise disruptions caused by de-looping activities.
Responsibilities
- Liaise with customers via telephone, email and written form, to ensure they are fully aware of the works to be completed on their property.
- Contact customers daily with updates regarding their complaints or enquiries, ensuring resolutions are achieved within the customer SLAs.
- Book in meetings with surveyors, ensuring that times and dates are communicated to relevant parties.
- Support surveyors with arranging their diaries, including meetings with the customer and client, ensuring all are arranged within the required SLAs.
- Complete close out with customers to ensure standards for both them and the client have been met, and they are happy with the service provided.
- Ensure all customer enquiries are responded to in a professional and timely manner.
- Attend and participate in daily calls with operations, to ensure works are on target, ensuring any updates are cascaded to relevant customers.
- Chase operations for updates on all customer complaints/enquiries within the customer SLAs.
- Update complaints from clients or customers via internal reporting systems.
- Attend and participate in weekly performance meetings to be held with your line manager to discuss any issues and any beneficial feedback.
- Attend and participate in weekly meetings with surveyors, to ensure all works are on target for being achieved, to ensure that customers are kept up to date with the progress of their works.
Personal Qualities
- Strong communicator
- SLA-driven and deadline-oriented
- Highly organised and detail-conscious
- Proactive problem solver
- Calm and professional under pressure
- Persistent and accountable
Technical Skills & Experience
- Proven experience in a high-volume outbound contact centre environment is essential.
- Strong track record of achieving KPIs, SLAs and quality targets.
- Experience using automated diallers and CRM systems.
- Confident handling customer objections and complaints professionally.
Qualifications & Training
GCSEs Grade 4-9
Comprehensive knowledge of Microsoft Office software, especially Word, PowerPoint and Excel.
Additional Information
Doocey Group value a diverse workforce and welcome applications from all sections of the community, regardless of any protected characteristics.
Please note that we operate with a preferred supplier list and will not accept unsolicited CVs from recruitment agencies with whom we do not have an existing agreement.
By submitting your application, you consent to Doocey Group retaining your CV, application details, and personal information for the purpose of considering you for current and future employment opportunities. Your information will be stored securely and will only be shared internally as necessary.
De-Looping Coordinator in Birmingham employer: Doocey Group
Doocey Group is an exceptional employer located in the West Midlands, offering a dynamic work environment that prioritises safety and professional development. As a Fleet Safety Coach & Driver Trainer, you will benefit from a supportive culture that encourages continuous learning and growth, alongside competitive remuneration and comprehensive benefits. Join us to make a meaningful impact on driver performance while enjoying the unique advantages of working within a dedicated team focused on excellence in fleet management.
StudySmarter Expert Advice🤫
We think this is how you could land De-Looping Coordinator in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Doocey Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Doocey Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace De-Looping Coordinator in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Doocey Group:Your cover letter is your chance to shine! Tell us why you want to work at Doocey Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Doocey Group!
How to prepare for a job interview at Doocey Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
