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Booking Manager

3 weeks ago

Dubai, United Arab Emirates Apt Resources Full time

**Job Purpose**:
Involvement in the complete bookings process from the initial booking to providing follow up bookings and quotations. Strong customer service focus.

**Key Accountabilities**:

- Building customer relationships and developing trust with the customer.
- Monitoring technician’s schedule, practice and ensuring payment for jobs is collected promptly.
- Allocating jobs to relevant technicians (understanding technician capability) and briefing technicians.
- Booking any follow up work to be done including creating quotations and scheduling the work for the customer.
- Taking on additional responsibility when necessary i.e. when Ops Manager is away from the office.
- Providing vocational development for junior bookings managers and acting as a mentor to ease their transition into the role.
- Dealing with difficult customers and ensuring customers understand the issues whilst preserving the customer relationship.
- Resolving technical issues on site and over the phone.
- Resolving issues caused by accidental damage by technicians and any follow up work required including developing good relationships with subcontractors.
- Liaising with parts department regarding urgent jobs and follow ups and ensuring the selection of safe and suitable hardware/parts.
- Contract visits with third party contractors for larger jobs i.e. internal/external painting jobs, liaising with the customer and file future contracts and follow up closer to the date.
- Attend site visits during the Winter months designing and signing off electrical work.
- Liaising with the finance team regarding any outstanding collections and invoices.
- Involvement in any related projects for example, training materials for employees to promote best practice.

**Requirements**:
**Key Competencies**:

- Planning and organising - ability to prioritise workload accordingly.
- Specialist knowledge
- understands technical or professional aspects of work and maintains technical knowledge.
- Problem solving, analysis and decision making
- analyses issues and breaks them down into their component parts. Makes timely and sound decisions based on relevant information.
- Oral communication - speaks clearly, fluently and in an effective manner to both individuals and groups.
- Written communication
- writes in a clear and concise manner, using appropriate grammar, style and language.
- Commercial awareness
- has the ability to view issues in terms of costs, profits and added value.
- Interpersonal/Cultural sensitivity - interacts with others in a sensitive and effective way.
- Resilience and Patience - maintains effective work behaviour and patience in the face of setbacks or pressure.
- Attention to detail & Accuracy - maintains attention to detail under pressure.

**Communications and Working Relationships**:
Will require regular contact with customers, other employees and business partners.
Interacts with external suppliers as required.

**Framework, Boundaries and Responsibility**:
Needs to be able to effectively respond to customer complaints escalating where necessary.
The Person

**Qualifications**:
**Knowledge & Experience**:

- Qualified British tradesman experience (plumber, HVAC, electrician, carpenter).
- Knowledge of applicable laws, codes and regulations.
- Scheduling and coordinating experience.

**Skills and Personal Qualities**:

- High sense of personal integrity.
- Professional and ethical in all that they do.
- Strong drive and commitment to succeed.
- Well organised and ability to schedule and prioritise work accordingly.
- Proficient IT skills.

**Benefits**:
Salary 12,500 dhs + monthly bonus + company car + petrol + medical + flight ticket.