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Job Title: Senior Customer Service Planner
Location: Leeds, LS12

Salary: £26,150

Nelson Permanent Placements are currently recruiting for a Senior Customer Service Planner on behalf of a leading company in the mobile vehicle bodywork repair industry. The company has recently relocated its head office to Leeds, where they have centralised their training, customer service, planning, and finance teams.

As part of a global group, this company is a major provider of mobile cosmetic insurance repairs, handling around 200,000 repairs annually and maintaining a five-star Trustpilot rating. They offer a supportive, family-friendly work environment where teamwork is key to their success.

What the company offers:

* Extensive training on in-house systems and processes

* Flexible hybrid working arrangements (home and office)

* 25 days’ standard holiday allowance, plus up to 10 additional free days per year

* Holiday buy scheme

* Competitive salary with annual reviews

* Free on-site parking

* Cycle to work scheme

* Discounted gym access through Gym-Flex

* Life cover

* Optional private medical insurance

* Contributory pension scheme

Key Responsibilities:

* Oversee and coordinate a team of planners, providing critical process training as required

* Work closely with the Senior Customer Service Advisor to adjust daily task loads, ensuring operational efficiency

* Support both customer service and planning tasks when necessary, striving for departmental efficiency

* Develop and implement new processes to enhance the customer journey

* Deliver exceptional customer service via phone and email

* Manage inbound and outbound calls from customers and technicians

* Make informed planning decisions daily to ensure smooth operations

* Perform high-level planning tasks with attention to detail to ensure effective daily work allocation

* Utilise and improve in-house MS Excel/Access tools for greater efficiency

* Monitor inboxes and action requests to ensure a seamless repair process

* Review daily/weekly reports to inform decision-making and provide solutions where required

* Address customer complaints and find the best resolution

* Liaise with Regional Managers regarding repairs and complaints

Essential Skills:

* Proven experience in delivering outstanding customer service via phone and email

* Confidence in leading and overseeing a small team

* Excellent listening and organisational skills & ability to multitask with strong attention to detail

* Experience working with computer systems

* Strong teamwork skills

How to Apply:

Please send your CV to the email address provided below. If you would like to discuss other opportunities in your area, feel free to contact our friendly recruitment team.

This vacancy is being advertised on behalf of Nelson Permanent Placements. The services of Nelson Engineering Solutions Ltd are those of an Employment Agency.

Please note that our client can only accept applications from candidates who have a valid legal permit or right to work in the United Kingdom.

Candidates who do not have this right or permit, or are pending an application to obtain this right or permit, should not apply as your details will not be processed