Planning & Contact Centre Advisor

PLANNING & CONTACT CENTRE ADVISOR

MANCHESTER

£25,210

Who we are in a nutshell. 

At British Engineering Services Group, we pride ourselves on being the leading end-to-end risk management solutions provider in the UK and Ireland. Our job is to help keep our customers’ assets legally compliant, operational and, above all, safe. We achieve this by bringing together a team of the very best and most talented people. 

Our Inspection Planning & Optimisation Team plays a vital role in ensuring engineering inspections are planned efficiently and delivered on time. Acting as a key link between customers and engineers, the team plans and books inspections using purpose‑designed systems, confirms all appointment details and prioritises urgent work when needed. The team helps deliver a smooth, high‑quality experience for our customers.

What will you be doing? 

As a Planning & Contact Centre Advisor for British Engineering Services Group, you will be a key point of contact for our customers and Engineers, managing enquiries and supporting inspection planning across inbound calls, outbound contact and mailbox queries.

You’ll help us deliver a consistent and reliable customer experience by making sure enquiries are handled efficiently, bookings are accurate and our Engineers get to where they’re needed, when they’re needed.

You will: 

• Manage inbound and outbound customer contact, responding to enquiries efficiently and professionally.
• Confirm inspection appointments, making sure booking details are accurate and clearly communicated.
• Manage mailbox queries and provide timely responses in line with agreed service levels.
• Use our planning systems to maintain accurate booking information and support efficient inspection delivery.
• Help prioritise urgent inspections and ensure bookings align with Engineer availability and operational requirements.
• Take ownership of customer queries wherever possible, helping to improve first-time resolution and reduce unnecessary hand-offs.
• Work towards key performance targets, including telephony service levels, mailbox response times and customer confirmation rates.
• Work flexibly as part of a multi-skilled team, escalating complex issues when needed and supporting customer administration.

As part of our team, you will get: 

• A salary of £25,210 
• Up to 10% pension contribution 
• 2 x life cover 
• Enhanced maternity / adoption leave 
• Annual salary review  
• 25 days annual leave plus 8 bank holidays 
• An additional day’s holiday for your birthday every year 
• An extra day’s holiday to take on Christmas Eve each year 
• Access to our buy and sell holiday scheme 
• Opportunity for flexible working 
• Electric Vehicle salary sacrifice scheme  
• Discounts and savings via our employee benefits portal 
• Health and wellbeing support via our Employee Assistance Programme 
• Company wide volunteering scheme 

To join our team, you will need:  

• Experience in a customer-facing role, whether that’s over the phone, by email or face-to-face.
• Experience working in a fast-paced environment where you need to organise and prioritise your workload.
• Strong communication skills and the confidence to work with customers and colleagues across the business.
• Good organisational skills and excellent attention to detail, particularly when managing bookings and updating systems.
• A proactive, solutions-focused approach to solving problems and taking ownership of customer enquiries.
• The ability to work collaboratively as part of a team while delivering a consistently high-quality customer experience.
• Experience using systems to manage customer queries or workloads would be beneficial.
• Experience of planning, scheduling, CRM, FLS or contact centre systems would be advantageous, but isn’t essential

We want you to be you 

Diversity, equality and inclusion are fundamental to who we are. 
Our team is made up of incredibly skilled and talented people, and that’s what matters most to us. At British Engineering Services Group, we want everyone to feel they can be their true, authentic selves at work. 

We’re also proud to support the military community through our commitment to the Armed Forces Covenant. 

Go for it! 
Research shows that some people only apply if they meet every single requirement. If you don’t tick every box but feel you could make a real impact in this role, please apply — you might be exactly who we’re looking for. 

Ready to apply? 
Just click “Apply”. We’ll ask for some basic contact details and a CV or your LinkedIn profile — it’s that simple. Please note that successful candidates will need to complete the relevant background checks as part of the recruitment process. 

British Engineering Services Group, where our people and our customers matter most.