Great that you're thinking about a career with BSI!

Purpose of Position

To deliver the ethos of Making Excellence a Habit through dedicated & pro-active service to BSI Key & multisite clients, ensuring the delivery of excellent client service.

Key Responsibilities & Accountabilities

• To provide excellence in client service by acting as the key contact for nominated accounts in relation to planning

• To act as support to client managers to identify planning solutions for all jobs in a designated team/area

• To plan & schedule visits in a designated team/area and book with our clients utilizing all available planning tools including PA notes, SAP, and PG calendar entries to ensure they are accurate and updated promptly

• Confirm all jobs by issuing a confirmation letter to the client, Client Manager, and, Planning Inbox whether booked by the Client Manager or Planner

• Proactively managing internal & external client managers to utilize PG diaries with availability and the integrity of data

• Maintenance of the PG key account internal board, ensuring all information/records are uploaded.

• Ensure cost-effective delivery of all work and meet client demands

• To provide a timely response to internal and external clients to ensure excellence in client service is maintained

• Manage and implement short notice rescheduling requests effectively ensuring all relevant systems are updated accordingly

• Undertake specific project work as required to meet the changing needs of the business, as directed by your line manager

• Ensure data integrity of client accounts including visit cycles, SMOs, and updates of LCM/CCM/CSO fields

• Meet or exceed the targeted number of booked / un-booked days

• Work as part of the team to achieve the delivery targets

• Manage & action workflows in PG

• Support client managers to meet or exceed their utilization including supporting with booking witness or observation audits

• To demonstrate a flexible approach to ensure operational hours are fully covered and maintain good coverage of break and lunch times to maintain service response.

• To take ownership for problem resolution where expressions of dissatisfaction are highlighted by ensuring the issue is escalated or connected to the relevant team in a timely manner

• Generate Sales Leads and identify opportunities to grow the business through communicating relevant products and services to existing clients where possible.

• First-time resolution for inbound and outbound scheduling calls using the BSI brand ( Tone of Voice ) and quality guidelines are maintained at all times.

• Provide and undergo cross-training with the team members on an ongoing basis to encourage knowledge sharing

• Be aware of, understand, and follow all appropriate work instructions and scheme manuals

• Act as a brand Ambassador for BSI. This means acting ethically, following company rules, and promoting BSI services to clients so they can optimize business performance and Make Excellence a Habit

Key Performance Indicators

• Targets for booked and un-booked days/ audits

• Targets for booking in advance

• Maintenance of workflows

Dimensions

• To provide excellence in client service by taking proactive ownership when planning and booking visits.

• To be aware of and meet key performance targets including days/audits booked, diary availability, and client satisfaction

• To utilize all available resources and planning tools to ensure maximum delivery potential

• The role will involve strong interaction with the client care team, service delivery, Sales, Finance, and Compliance & Risk to ensure internal processes are effectively implemented

Knowledge / Skills / Abilities

• Ability to communicate at different management levels internally and externally

• Geographical knowledge to support cost-effective booking of visits

• Computer literate with experience in Microsoft Office (SAP knowledge preferred but not essential)

• Excellent telephone skills with the ability to effectively communicate at all levels

• Resilient, with an ability to manage conflicting situations on the telephone and negotiate resolutions

• Trained to have excellent product knowledge and awareness of BSI and its systems

• Effective team worker

• Accuracy of work with the ability to operate in a right-first-time environment

• Tenacious, positive, and resilient

• Target focused

• Self-motivating and confident

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.