Call Coordinator

3 days ago


Cardiff, United Kingdom Vista Retail Support Full time

**JOB TITLE: Call Co-ordinator**

**Department: Contact Centre**

**Location: Cardiff Office**

**Reports To: Contact Centre Manager**

**Purpose: To co-ordinate and manage all field service engineer visits to customer sites and to ensure that they provide the level of service required to meet the contractual requirements of the customers**

**Main Tasks and Objectives**
- Co-ordinate field service engineers’ visits to customer sites and escalate service requests to the appropriate team or organisation.
- To deal with any concerns over calls that engineers may have but to ensure that they attend the maximum calls which is feasible in the working day in the area being co-ordinated.
- Complete call incident reports, detailing field service engineers’ involvement in sensitive calls for management and customers as required.
- Update and maintain the company database.
- Complete daily shift handovers to pass issues to colleagues and shift engineers.
- Liaise with other internal departments to ensure that calls are closed in the most efficient manner possible.
- Take an active role in streamlining processes and improving customer service.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- Weekend availability

Work authorisation:

- United Kingdom (required)

Work Location: One location


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