Planning Operative
7 months ago
My client are a nationwide security company who offer bespoke security and fire solutions to both homes & businesses. They are looking for a customer service professional to join their friendly & hardworking team in their Leeds head office.
To be considered for this role you must have experience working in a busy demanding environment.
Service controller duties:
- Answer customer calls promptly and professionally, meeting agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Update and maintain the operating system with accurate and complete information for all customer requests and incidents.
- Perform cross-referencing and verification of information using the operating platform.
- Achieve a minimum benchmark of 85% on Call Quality & Auditing assessments.
- Coordinate daily activities and plan optimal routes using the map-based planning feature on the operating platform.
- Daily monitoring and management of engineers' workflow to ensure adherence to schedules and assignments.
- Proactively plan and prioritise critical accounts and domestic customers, both during and outside of working hours, communicating necessary information, and setting promise times on the operating platform.
- Regularly review and manage reactive call queues, both during and outside of working hours, ensuring proactive handling of requests.
- Arrange and provide necessary site documentation such as Risk Assessments and Method Statements (RAMs), centre passes, etc., prior to engineer attendance to ensure seamless access to client premises.
- Communicate daily handovers and any required reports to management promptly and accurately.
- Manage and maintain SLAM (Service Level Agreement Management) bar, ensuring compliance with agreed-upon service levels.
- Enforce health and safety standards, actively promoting and completing all required e-learning modules to ensure a safe working environment.
CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.
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