De-Looping Planner - Utilities Coordinator

Doocey Group; West Midlands; On-site; GBP 24,000 - 32,000; Full time

Job summary

Doocey Group in Tipton or Birmingham seeks a De-Looping Planner (Utilities Coordinator) to manage and coordinate de-looping activities, liaising with customers and stakeholders to minimise disruption.

You will handle customer communications, schedule with surveyors, maintain SLAs, and contribute to service standards while working in a busy utilities environment.

The role offers a stable, family-run contractor environment with growth opportunities.

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.
• Ensure all customer enquiries are responded to in a professional and timely manner.
• Attend 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.

Skills

Strong communicator

SLA-driven

Highly organised

Proactive problem solver

Calm under pressure

Persistent and accountable

Education

GCSEs Grade 4-9

Tools

CRM systems

Automated diallers

Microsoft Office (Word/Excel/PowerPoint)

Job description

Doocey Group in Tipton or Birmingham seeks a De-Looping Planner (Utilities Coordinator) to manage and coordinate de-looping activities, liaising with customers and stakeholders to minimise disruption.

You will handle customer communications, schedule with surveyors, maintain SLAs, and contribute to service standards while working in a busy utilities environment.

The role offers a stable, family-run contractor environment with growth opportunities.