Customer Service Advisor
15 hours ago
Morson Talent are delighted to be working with our client within the Facilities Management sector who require experienced Customer Service Advisors to join their team in Aztec West Business Park outside of Bristol. Our client is a leading organisation withinthe industry and Customer Service Advisor, you are the first person clients contact when they have a request or incident that they need to resolve. You are responsible for the management of planned and reactive work for your area of responsibility, ensuringthe correct prioritisation of client requests, efficient deployment of the most appropriate skilled resource and achieving attendance and completion of the work within the contractual SLA.
**Main Duties & Responsibilities**:
- Responsible for the execution of the end-to-end work order management, including the co-ordination of all planned and reactive services within remit, detailed planning of work with Integral engineering and our supply chain
- 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 work orders and incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
- Procurement of services from external supply partners, including purchase order creation and service delivery management
- To take action to keep up to date with changes to the contract and sharing information learned with the team and wider stakeholders
- To handle and actively resolve any customer issues according to the Customer Complaint process.
- To be prepared to work on any CEC contracts, projects and initiatives at short notice to support the changing needs of the business
**Essential Qualifications & Experience**:
- 2+ years working within a work order / scheduling / mobile resource planning environment; FM is advantageous
- Experience in coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
- Experience of working in a customer service environment driven by customer SLAs, performance measurement and personal work targets essential.
- Excellent communication - both written and verbal
- Confident IT skills with experience of working across multiple systems
- Ability to stay calm in a high paced environment, supporting colleagues to also do so
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