Contact Centre Representative

4 weeks ago


Birmingham, United Kingdom Blue Arrow Full time

Blue Arrow is currently recruiting for
**Contact Centre Representative in Birmingham.**

Shift patent and hours : 2 days on > 2 off > 3nights on> 2 off> 2 day shifts on > 3 off > 2 night shifts on > 2 off > 3 day shifts on > 2 off> 2 night shifts on > 3 off then back again.

Days and nights over 7 days - 7am to 7pm or 7pm to 7am

11 hours paid and also 3 x 15 minute paid breaks.

**What does your department/team do?**
Dispatching of jobs and working with new workforce management tool, calls to engineer & network technicians

Interaction over computers/teams so not even really bothered about the customer facing experience.

**What will you be doing on a daily basis?**
- Support the execution of the Field Engineering & Operations Support Operations tasks across the business area
- Support the development of the standard measurements for processes to be compared against
- Monitor and maintain all relevant systems
- Prepare and issue works orders where necessary for remedial works to Partner & Field Teams & co-ordinate with Field Teams and confirm completion of remedial works in accordance with the relevant SLAs and statutory obligations
- Communication with customers, both external & internal, ensuring that a quality service is maintained
- Support and completion of administrative tasks within Company Guidelines, procedures, contractual agreements, and current relevant legislation, escalating any issues where resolution is unobtainable.
- Remedy Change ticket creation and updates
- Work scheduling through relevant systems
- Support the delivery of Field Engineering and Operations strategic objectives.
- Driving efficiencies and optimizing field productivity
- Supporting the management of S81 Legislative tasks reported into Field Engineering & Operations and liaising with Local Authorities

**Job Requirements**:
Working as part of a high performing, agile, flexible team, to deliver a high-quality service supporting the key functions within Field Engineering & Operations. Supporting the business area with financial tracking, financial governance, operational support, and process improvement.

As part of an office-based team working closely with other Field Engineering & Operations support teams, our partners and field teams to provide cost effective and efficient processes. Working to prioritize activity to meet health and safety requirements, budgets, and support Growth plans across our client.

**Essential skills**:

- Focus on alignment & building effective groups
- Result driven, proven track record of delivering to KPIs, SLA's and objectives for service delivery, customer satisfaction and cost control.
- Astute Relationship Management, self-aware & emotionally intelligent
- Experience of working with outsourced partners and contractors
- Knowledge of Telecommunications networks/environment
- Analytical, logical and structured approach to problem solving in order to provide clear direction and identify opportunities to continuously develop strategies for service level improvements.
- An eye for detail is essential, as well as the ability to digest and manipulate data, drawing conclusions and generating objective recommendations.
- Pro-active in understanding and implementing technical and operational initiatives to drive customer improvements
- Excellent communication and IT skills (both written and oral)

**Desirable skills**:

- Quick learner
- Engaged with multiple task holders
- Interaction over computers/teams
- IT literate able to use software
- Methodical Approach
- Self motivated
- Navigate change
- Quick learner
- Lots of things to cover

**Benefits for you**:

- 2 days working from home
- Weekly pay and holiday accrual
- 3 x 15 minute paid breaks
- Local shops and restaurants

If you are interested in committing to substantial hours in the short term and feel that you meet the above criteria then please
**apply** online today or contact Monika Spychaj or Lauren Westley on 020 3096 4493 for further details.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.



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