Customer Care

When the user enters the Customer Care area, two tiles are displayed: Customer Care Calendar and Customer Care Site List. Each tile provides a different view of the Customer Care jobs.

Customer Care Calendar

The Customer Care Calendar displays two separate tables: AM Jobs and PM Jobs, along with a date selector that allows the user to filter by a specific date. The date selector defaults to the current date when the page is opened. The jobs displayed within these tables are those that have a booked date matching the selected Calendar date.

The user can navigate through the Calendar by selecting the left arrow to move back one day or the right arrow to move forward one day. Alternatively, the user can select the Calendar icon and choose a date directly from the date selector.

The AM Jobs table lists all Customer Care jobs scheduled for the selected date that are marked as occurring in the AM within the admin system.

The PM Jobs table lists all Customer Care jobs scheduled for the selected date that are marked as occurring in the PM within the admin system.

The AM Jobs and PM Jobs tables both contain the same columns, which display key information relating to each Customer Care job, as described below.

• Site – Displays the Site the Customer Care job is assigned to.
• Plot – Displays the Plot the Customer Care job is assigned to.
• Time Allocated – Displays the Time Allocated for the Customer Care job. This defaults to 1 hour but is determined by the value entered in the Hours Spent at Job (Minimum 1hr) field within the Customer Care Form.
• Collect Parts – This column displays either a ✓ or an ×, depending on whether the Customer Care job has been marked as requiring parts to be collected.

If a Customer Care job has been marked as Completed, this is reflected in the Calendar by highlighting the corresponding row in green, allowing completed jobs to be easily identified.

Customer Care Site List

When the Customer Care Site List is selected, the portal displays all Sites currently assigned to the Contract Manager, allowing the user to select the required Site to view its associated Customer Care jobs.

Once a Site has been selected, the Customer Care List table is displayed, listing all Customer Care jobs for the selected Site. The Customer Care Site List table contains four columns that display key information relating to each job, as described below.

• Ref Num – Displays the Reference Number for each Customer Care job.
• Plot – The Plot column displays the Plot assigned to each Customer Care job, identified by its Plot Number.
• Booked In Date – The Booked In Date column displays the booked date for each Customer Care job.
• Plot – The Plot column also includes a dropdown filter containing all Plots associated with the selected Site. Selecting a Plot filters the table to display only the Customer Care jobs assigned to the selected Plot.

If a Customer Care job has been marked as completed, it will be highlighted in green within the list table to clearly indicate its completed status.

The user can select the required Customer Care job from the list table, and the portal will navigate them to the Customer Care Form.

Customer Care Form

When the user selects a Customer Care job from the Customer Care Calendar or Site List, the Customer Care Details are displayed. This section shows key information relating to the job, as described below.

Customer Care Details:

• Site – Displays the Site the Customer Care job is associated with.
• Plot – Displays the Plot the Customer Care job is associated with.
• Status – Displays the current status of the Customer Care job, which can be one of three possible outcomes depending on the stage the job is at.
  • Awaiting Approval for Initial Visit – The Awaiting Approval for Initial Visit status indicates that the Customer Care job has not yet been commenced by the Contract Manager or Customer Care Engineer.
  • Ongoing – The Ongoing status indicates that the Customer Care job has been started but has not yet been completed.
  • Complete – The Complete status indicates that the Customer Care job has been marked as Completed.
• Booked Date – Displays the date for which the Customer Care job is booked.
• Customer – Displays the Customer’s Name, Phone Number and Email Address.
• Address – Displays the address associated with the Plot selected for the Customer Care job, including all three Address lines and the Postcode.
• Information – Displays any information entered for the Customer Care job by an admin user.
• Operative Notes – Displays any Operative Notes entered for the Customer Care job by an admin user.
• Latest Update – Displays the Latest Update for the Customer Care job, as entered in the admin system.

Customer Care Form:

When the user selects a Customer Care job from the Customer Care Calendar or Site List, the Customer Care Form is displayed below the Customer Care Details. This form shows key information relating to the job and allows the user to complete the Customer Care Form, as described below.

• Photos of area prior to work – This question allows the user to take or upload images for “Photos of the area prior to work being done.” It includes a camera icon with a plus and a folder icon with a plus. If the user selects the camera icon with the plus, the portal will open the device camera so the user can take one or more photos. If the user selects the folder icon with the plus, the portal will open the device’s photo library, allowing the user to select images to upload.
• Description of Works Completed – This is a free-text field that allows the user to enter text describing the works they have completed.
• Photos of Works Completed – This question allows the user to take or upload images for “Photos of Works Completed.” Within this question is a camera icon with a plus and a folder icon with a plus. If the user selects the camera icon with the plus, the portal will display the user’s device camera so they can take one or more photos. If the user selects the folder icon with the plus, the portal will open the user’s photo library, allowing them to select photos to upload.
• Hours spent at Job (Minimum 1hr) – This field accepts any numeric value, allowing the user to record the time spent on the job.
• Materials Used – This is a free-text field that allows the user to enter text describing the Materials that they’ve used to complete the job.
• Will a further visit be required? – This is a checkbox question used to indicate whether a further visit is required. It can be left unselected, or if selected, it will display two additional fields: Revisit Notes and Revisit Materials Request.
• Revisit Notes – This is a free-text field that allows the user to enter notes explaining why a revisit is required.
• Revisit Materials Requests – This is a free-text field that allows the user to enter details of any Materials required for the revisit.
• Was the Customer in Attendance – This is a dropdown question containing two options, Yes and No, allowing the user to indicate whether the customer was in attendance.
• Who was at fault? – This is a dropdown question that contains predefined options configured within the admin system.

The user can save or mark the Form as complete by navigating to the bottom of the page and either selecting the Save or Mark Complete button.

Viewing Completed Customer Care Jobs

The user can view a completed Customer Care job within the Customer Care Calendar by selecting the relevant row from either the AM Jobs or PM Jobs table.

Completed jobs are highlighted in green within the calendar tables to clearly indicate their status. 

When a completed job is selected, the portal displays the Customer Care Form in a read-only view.

The user can also select any uploaded images to enlarge them within a popup window. The popup includes a Download button, allowing the user to download the selected images locally to their device.