Call Handler Support Coordinator
Our client is urgently recruiting for Call Handler / Field Support Coordinator role working with their Luton location. They are the UK’s leading telecommunications/ utilities service provider operating in a variety of industries including rail, metro and highways.
Hours for this role are across a seven day week, shifts are:
7am-4.30pm and 9.30 -6pm and 12.30 - 9pm
The role is responsible for optimising the working day of the Field Engineers to achieve the daily delivery of customer service in line with the agreed SLA’s and by maximising the efficiency of the service delivery, ensure they are achieved in a safe, efficient, and customer focused manner.
Responsibilites:
- Support the field teams achieving installations in line with the SLA’s through effective planning scheduling.
- Ensure compliance to standards and processes through regular debrief process with field service engineers
- Organise engineer’s activities to ensure the assignment, issue and ongoing monitoring of work occurs as efficiently as possible
- Monitor and move work between operatives to achieve maximum optimisation
- Maintain contact with engineers throughout the day, ensuring any failed installs are accounted for·
- Avoid potential work failures by liaison with clients and customers, develop effective relationships with Area Managers ensuring an effective service to both internal and external customers
- Answer and action any queries and or requests received from the client
- To ensure the accurate completion of all documentation required to report field service performance
- Provide relevant reports as requested
- Ensure all jobs are accounted for and closed by the end of the day
- Updating and housekeeping of an internet based client system
The right candidate will have strong communication skills, both written and oral. You will have the ability to plan own time effectively with self motivation and to work on own initiative in addition to prioritising workloads.
You will be able to demonstrate process driven outcomes and a strong customer service focus, setting the expectations within the team. It is essential that you are numerate and able to interpret data and report outputs and actions accurately. It is imperative that you have strong interpersonal skills, ability to build effective working relationships and good organisation/time management skills.
If you feel you meet the criteria and are happy with the above shifts please apply today.
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