As an Administrator/Scheduling Planner, you will play a crucial role in the scheduling and administration of our Professional Services Post-Sales teams. These teams work to install and resolve issues with customers' software solutions across the UK, Ireland, and beyond. You will be the central point of contact for both customers and internal teams, ensuring smooth operations and the timely resolution of service requests.
Responsibilities:
Scheduling & Routing:
Manage the day-to-day scheduling and routing of the Professional Services Post-Sales teams to ensure efficient service delivery. Customer Communication:
Act as the first point of contact for clients, responding to service requests and ensuring customer satisfaction. Service Request Management:
Triage incoming calls and service requests, ensuring initial response time targets are met in line with SLAs. Administration:
Handle administrative tasks, maintaining service portals, updating job tickets in Freshdesk, and monitoring various inboxes. Collaboration:
Work closely with the Professional Services Management team, Project Management Office, Field Service teams, and other internal departments to coordinate service delivery. Escalation & Monitoring:
Escalate service requests within agreed service levels and track progress to ensure SLA compliance. A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week. Flexibility:
We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs. Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.
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Scheduling & Routing:
Manage the day-to-day scheduling and routing of the Professional Services Post-Sales teams to ensure efficient service delivery. Customer Communication:
Act as the first point of contact for clients, responding to service requests and ensuring customer satisfaction. Service Request Management:
Triage incoming calls and service requests, ensuring initial response time targets are met in line with SLAs. Administration:
Handle administrative tasks, maintaining service portals, updating job tickets in Freshdesk, and monitoring various inboxes. Collaboration:
Work closely with the Professional Services Management team, Project Management Office, Field Service teams, and other internal departments to coordinate service delivery. Escalation & Monitoring:
Escalate service requests within agreed service levels and track progress to ensure SLA compliance. A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week. Flexibility:
We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs. Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.
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