Sample Chaser & Planning Advisor

Global Talent Acquisition Partner - Product Certification @ BSI Group

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Job Title: Sample Chaser & Planning Advisor

Location: Milton Keynes, Bedfordshire

Job Type: Full-time, Permanent, 35 hrs p/w. Hybrid working

Compensation: £29,500 + Bonus + Excellent Benefits

Job Overview: As one of BSI’s Sample Chaser & Planning Advisors, you will provide key support to clients and internal testing teams to ensure samples and relevant documentation are received from BSI clients and are sent to the appropriate labs for testing. This is to ensure products that are tested and certified by BSI are up to date with their testing cycle.

You will also operate as part of our planning engagement team, which is pivotal in the global delivery of BSI's Product Certification portfolio. Operating across various departments, your role will be to ensure a first-class Client Experience by proactively planning and booking assessments for any new or existing clients. This is a diverse role that will involve moving across both responsibilities, therefore great multi‑tasking, organisation skills, and attention to detail will be key.

The position will be based at our Milton Keynes office 2 days per week with 3 days based working from home. Hours of work will be between 8 am – 5 pm.

• Understand the requirements and needs of the customer regarding their samples
• Effectively manage the chase of the sample due dates and liaise with customers and labs to arrange expected delivery dates
• Ensure regular communication is kept between the sample chaser and the sales team for any new business that comes through
• Handle all calls (inbound and outbound) effectively to ensure that the BSI “Tone of Voice” and quality guidelines are always maintained
• Ensure that all associated administrative tasks within the testing process are processed in a timely and accurate manner
• Take ownership for problem resolution where expressions of dissatisfaction are highlighted, ensuring prompt action is taken and escalating to appropriate managers (Lab managers/ scheme managers)
• Build strong and effective relationships with global Sales, Laboratory and Certification teams to ensure onboarding of new clients is smooth and effective, linking in all relevant stakeholders to deliver a seamless client experience
• Work across Product Certifications Delivery teams, ensuring that we are delivering the client programme, regardless of location. Ensure we plan Hybrid audits (where appropriate) to minimise our carbon footprint and better support our clients
• Identify resource solutions for all un‑booked Assessments within a designated territory and book with clients utilising all available planning tools, providing short and long‑term planning solutions, ensuring monthly delivery and relevant KPI targets are met
• Take ownership of availability for specific external delivery teams and work with our global delivery teams to utilise all diary availability
• Negotiate 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)
• Manage individual workflows/Client programmes to ensure none become out of date and place our client certificates at risk
• Identify opportunities to grow the business through communicating relevant products and services to our clients, leveraging BSI’s entire portfolio
• 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

• Previous experience in a customer‑facing role that involves planning, scheduling, administration and problem solving across a wider business operation
• Good level of IT proficiency including MS Office and bespoke systems
• Confidence when communicating to clients
• Confidence when making outbound calls
• Experience of…