This role is all about ensuring our customers kept up to date with the progress of resolving the faults logged with our engineers. This may be via links to their systems, or by phone call and email. Ensuring customers are aware of the latest ETAs for their service visits, aware of any issues and kept up to date with queries they log are key components to this role. Validating calls and arranging revisits are important parts of this job. Booking access for engineers to ensure they can get on site is a key accountability.

Key Tasks and Responsibilities:

• Control of all customer data
• Monthly SLA management
• Resolution of aged calls
• Taking high volume of calls from customers; dealing with their enquiries, taking messages or passing to the relevant department
• Responding to customer email enquiries
• Scheduling and booking engineer visits
• Raising job orders
• Scheduling engineer visits across the UK using bespoke software
• Accurate up-keep of customer records
• Parts/stock ordering
• Liaising with customers, engineers and colleagues

Skills and Abilities:

• Communication skills to internal and external stakeholders
• Confident with IT systems and software packages
• Calm under pressure
• Geographical awareness
• Customer Service Experience
• Office Working Experience

Experience:

• Excellent communication skills and the ability to tailor communication
• Ability to stay calm under pressure and deal with problems in a logical and efficient way
• Demonstrable experience delegating and prioritising an ever-changing workload
• MS Office knowledge, especially Excel, PowerPoint, Teams
• IT Installation and Maintenance experience in Retail, Hospitality and Leisure industry

Behaviours:

Positive, team player, ability to embrace change and remain calm under pressure. Professional approach. Behaves with integrity, honesty and sensitivity, provides leadership.