Facilities Management co-ordinator
I am currently recruiting for a Customer Service Agent based in Reddich. The role of Customer Service Request Agent, based at the National Service Centre, Redditch, is to provide exceptional, high quality customer services via a range of access channels, including email and telephony. All agents are multi skilled providing a range of services, acting as the first point of contact for all enquiries. Customer Service Request Agents will make use of appropriate systems to record and collate all information relating to the query, monitoring and escalating incidents where required to ensure a full resolution for customer. Providing customers with feedback and gaining their level of satisfaction is key element of the role.The successful candidate for the position of Customer Service Request Agent will be customer focussed, flexible and adaptable, recognising the importance of innovation and continuous improvement. The National Service Centre operates 24 hours, 7 days per week. For this vacancy the National Service Centre will offer a range of flexible working opportunities during the hours of 7am-6pm Monday to Friday. Please indicate on application whether you are applying for full time working, flexible shifts or part time hours.
Responsibilities:
· To resolve queries and complaints, by applying a first call resolution plan to each call.
· To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
· To enhance the customers’ perception of the brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
· To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract. · To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
· To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
· To develop and maintain a good understanding of the core MAXIMO application, the facilities management services provided to customers, and all relevant process and procedures.
· To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
· To handle and actively resolve any customer issues according to the Customer Complaint process.
· To be prepared to work on any NSC contracts, projects and initiatives at short notice to support the changing needs of the business.
Skills and Experience:
· Ensures that communication (spoken and written) is actuate and informative.
· Ensures that implications of any recommendations are clearly communicated and understood.
· Identifies and uses the best communication media for the situation.
· Able to communicate with all levels of the team effectively.
· Understands the customers underlying issues and takes positive action to resolve.
· Uses knowledge and experience and takes actions beyond normal expectation when required.
· Effectively communicates to strengthen the relationship with the customer.
· Seeks innovative solutions to customer needs to strengthen the relationship with the customer.
· Keeps other team members informed and shares knowledge and expertise.
· Displays a positive attitude to challenges that the team face.
· Actively offer support to team members.
· Actively participates and has a positive attitude in team meetings, always supplying a suggested solution when raising an issue / problem.
· Identifies ways to make improvements for the team.
· Responds positively to and acts on customer feedback.
· Shares experience and seeks advice from team about customer issues.
· Challenges the business to ensure that customer related issues and problems take priority.
· Able to resolve difficult and complex customer issues and complaints.
· Challenges the business to ensure that customer related issues
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