Customer Experience Centre Advisor

3 months ago

Birchwood, United Kingdom Integral UK Full time

**Customer Experience Centre Advisor**

**The Role**:
As a Customer Experience Centre Advisor, you are the first person our clients contact when they have a
request or incident that they need us to resolve. The voice of Integral, you are responsible for the
management of planned and reactive work for your area of responsibility, ensuring the 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. You will accurately record all relevant information to
enable full end to end tracking of each job and associated activity, while ensuring the compliant completion of
work and making sure that the required compliance documentation is captured.
Creating lasting relationships with your engineering and account counterparts, you will work together to drive
work resolution and identify ways to improve the scheduling of work.
Delivering excellent customer experience is at the heart of everything you do, and you will identify ways to
improve this for your clients and see the results in our client surveys and NPS.

**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

scheduling systems, the facilities management services provided to clients, client systems and all

relevant process and procedures.

skills and maintaining record of own development and call observations.
- 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

**Full Time Office Based**

**Monday - Friday**: 8:00am - 16:30pm and 9:30am - 18:00pm

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