De-Looping Coordinator

Doocey Group; Tipton; On-site; GBP 22,000 - 27,000; Full time

Job summary

Doocey Group is seeking a De-Looping Planner to coordinate de-looping activities and liaise with customers, authorities and internal teams. The role focuses on compliance and minimizing disruptions while delivering high-quality service in a results-driven environment.

You will manage customer communications, schedule meetings with surveyors, and ensure SLAs are met across multiple stakeholders in Tipton or Birmingham.

Qualifications

• Proven experience in a high-volume outbound contact centre environment.
• Strong track record of achieving KPIs, SLAs and quality targets.
• Experience using automated diallers and CRM systems.
• Confident handling customer objections and complaints professionally.

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.
• Attend daily call 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 ay 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 top date with the progress of their works

Skills

Outbound contact centre experience

KPIs and SLAs

CRM systems

Handling objections professionally

Tools

CRM systems

Automated diallers

Microsoft Office

Job description

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 cause 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 mannerAttend and participate in daily call 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 ay 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 top date with the progress of their works

Personal Qualities

• SLA-driven and deadline-oriented
• Highly organised and detail-conscious
• 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

• Comprehensive knowledge of Microsoft Office software, especially Word, PowerPoint and Excel

Additional Information

Doocey Group value a diverse workforce and welcome applications form 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.