Call Management Operative
4 days ago
Service Express is looking for a talented professional who wants the opportunity to serve as a **Call Management Operative **for our organisation.
The Call Management Operative will seek to deliver exceptional customer service by being a vital link between our customers and engineering, from call logging through to closure. The Call Management Operative will assist the Call Despatch Manager with training and analysis of performance.
**Here's what this position is all about**:
- Take ownership and responsibility for raising all hardware maintenance calls allocated Key Accounts.
- To progress and manage all calls through to a satisfactory conclusion, ensuring where appropriate that all relevant parties are fully informed. Working in tandem with global csc and global services.
- To proactively monitor calls, ensuring the call rate is at an acceptable level.
- To ensure engineer locations are always up-to-date.
- To ensure an even distribution of workload for field engineers.
- To liaise with SE field engineers to assist them with their delivery of exceptional customer service.
- To ensure service level agreements are met and monitored
- To recognise and understand when to escalate issues in a timely and appropriate manner.
- Liaise with our 3rd party maintenance suppliers, managing calls through to completion.
- Produce service reports where required.
- To take the lead in training new starters or team members.
- To establish a quality working relationship with all internal customers
- To deal with escalations in collaboration with line manager
**What we are hoping you can bring to the Service Express team...**
- Excellent customer service skills
- Excellent communication skills at all levels
- Ability to make decisions own your own initiative
- Ability to take ownership of issues and manage them proactively to successful conclusion
- Ability to build and maintain effective working relationships
- Ability to organise workloads effectively, particularly during peak and trough periods
- Ability to innovate, adopt and implement new ideas
- Strong team player
- Computer literacy
- Good UK geographical knowledge
- Flexibility, open to change and able to multi-task
- Passion and commitment to engaging with customers and stakeholders
- Positive and enthusiastic, even when faced with challenges
- Willingness to collaborate with all departments
**What you will get?**
- Up to £30,000 annual salary+ 15% Annual discretionary bonus
- Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
- Paid volunteer hours
- A Collaborative company that focuses on providing our employees and customers through the best experience
- On site Gym and use of personal trainers
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