Operations Planner

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Job Title: Client Planning Advisor

Location: Pretoria, South Africa

Hybrid working model: 2 to 3 days in the office and remaining Work from Home

Purpose of Position

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.

Key Responsibilities & Accountabilities

• To identify resource solutions for all unbooked visits within a designated territory and book with clients utilising 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.

• To 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.

• Negotiating with customers in relation to diary moves to minimise the number of changes necessary whilst implementing policy where required to ensure that any cancellation charge is correctly applied, with prompt rebooking of the 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• Manage individual workflows to ensure none become out of date and are utilised as a tool to manage workload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 through communicating relevant products and services to existing customers where possible

• To ensure that all associated administrative tasks associated with visit booking are processed in a timely and accurate manner, in line with written quality guidelines.

• To take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers to prevent escalation into complaint, highlighting instances to line management, particularly where individual limits of authority 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

• To provide excellence in customer service by taking proactive ownership of assigned territory and workload.

• To be aware of and meet key performance targets including Days Delivered, Diary Availability and Customer Satisfaction.

• To 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 operate in a right first-time environment

• Tenacious, positive and resilient

• Target focused

• Computer literate in all required applications

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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.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
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.