One call does it all
Hi, my name is Jean and I work in the office here at BTVC along with the rest of the office team, under the guidance of our office manager Laura.
I will be updating this blog as regularly as I am able, and hope it helps you to understand how we work to make the repair of your whitegoodsas quickly and efficiently as possible. I also hope to be able to include helpful tips to keep your appliances running and extending the life of them.
We initially receive the job request to attend a repair either directly from you by telephone, or via dedicated online portals if your appliance is being repaired by us througha third party service provider.
Once we have received each job and logged it on our own portal, the job card is then forwarded on to our Whitegoods manager Eddie for checking prior to booking an appointment. The reason for this is to allow him to work out if there is anything that we can do prior to visiting that will make the repair easier or quicker for you- This might include suggesting that for example you check your washing machine filter, or that your cooker timer has been set correctly, or perhaps that a spare part is likely to be needed to complete the repair. If this is so, then he will check if the required part is available in our stores or on one of our engineers van and mark this up for the attention of John our stores manager to make the partavailablefor scheduling the job. If the part isn’t in stock, then we will pre-order it in for the job.
Once parts are received, or if we think we can attend without parts, John notifies us in the top office and then we will allocate the job to the next available engineer with the relevant skill set and to the next time we are in the area of the job. We then ring and make a mutually convenient booking.
On the evening prior to a visit, the engineers will receive their following days call run in a planned route, along with any spares that have been identified for the day. We will usually advise people when we book appointments with them that if they would like an idea of what time we are likely to arrive, we can advise of a 2 or 3 hour window if they would like to contact us after 9am on the morning of their planned visit.
So starts the cycle again, with fresh jobs being taken and assessed, completed jobs being closed down on the relevant portals, and bookings being made for upcoming visits.
No two days are ever the same, and I love working with the team, we are like a little family moving like clockwork to try and make things run as smoothly as possible.
Thanks for reading, I look forward to my next blog.