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Call Management Operative

3 months ago

Bedford, Bedford, United Kingdom Service Express Full time

Service Express is looking for a talented professional who wants the opportunity to serve as a
Call Management Operative for our organisation.


The Call Management Operative will seek to deliver exceptional customer service by being a vital link between our customers and engineering, from call logging through to closure.

The Call Management Operative will assist the Call Despatch Manager with training and analysis of performance.

Here's what this position is all about:

  • Take ownership and responsibility for raising all hardware maintenance calls allocated Key Accounts.
  • To progress and manage all calls through to a satisfactory conclusion, ensuring where appropriate that all relevant parties are fully informed. Working in tandem with global csc and global services.
  • To proactively monitor calls, ensuring the call rate is at an acceptable level.
  • To ensure engineer locations are always uptodate.
  • To ensure an even distribution of workload for field engineers.
  • To liaise with SE field engineers to assist them with their delivery of exceptional customer service.
  • To ensure service level agreements are met and monitored
  • To recognise and understand when to escalate issues in a timely and appropriate manner.
  • Liaise with our 3rd party maintenance suppliers, managing calls through to completion.
  • Produce service reports where required.
  • To take the lead in training new starters or team members.
  • To establish a quality working relationship with all internal customers
  • To deal with escalations in collaboration with line manager

What we are hoping you can bring to the Service Express team...

  • Excellent customer service skills
  • Excellent communication skills at all levels
  • Ability to make decisions own your own initiative
  • Ability to take ownership of issues and manage them proactively to successful conclusion
  • Ability to build and maintain effective working relationships
  • Ability to organise workloads effectively, particularly during peak and trough periods
  • Ability to innovate, adopt and implement new ideas
  • Strong team player
  • Computer literacy
  • Good UK geographical knowledge
  • Flexibility, open to change and able to multitask
  • Passion and commitment to engaging with customers and stakeholders
  • Positive and enthusiastic, even when faced with challenges
  • Willingness to collaborate with all departments

What you will get?

  • Up to £30,000 annual salary+ 15% Annual discretionary bonus
  • Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
  • Paid volunteer hours
  • A Collaborative company that focuses on providing our employees and customers through the best experience
  • On site Gym and use of personal trainers
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