Customer Service Operative

4 months ago

London, United Kingdom Smith and Byford Limited Full time

**Customer Service Operative**

**Department**:Domestic Gas

**Reporting to**:Team Leader

**Hours**:Monday - Friday and every 4th Saturday (rota) 8am - 5.30pm (occasional voluntary overtime is available to 8pm)

**Description**

**Main responsibilities**
- Achieve exceptional standards of customer service and always deliver ‘The Perfect Repair’
- Answer calls (from customers, engineers and clients) and facilitate appointments, in line with contract conditions
- Plan engineers work
- Carry out engineer diary management
- Book service appointments
- Approve engineers timesheets
- Monitor and action escalation reports
- Support the gas department with administration tasks

**Main pre-requisites**
- Must be able to work in a busy and high-pressured environment
- Must be able to handle challenging calls and remain calm under pressure
- Excellent communication skills at all levels (both written and verbal)
- Previous experience in a customer service/call centre role preferred
- Gas/Home maintenance experience preferred, but not essential
- Exceptional customer service skills
- Understanding delivery of best value and continuous improvement
- Good organisational skills
- Demonstrate initiative and a good work ethic
- Openness to learning

**Benefits of working for us**
- Established in 1966 we now employ over 400 members of staff, yet remain a **family run **business**, **with strong family values**
- Enviable reputation for **high staff retention** rates
- Role specific training and development
- **Equal opportunities employer**, with a culture to promote from within
- **Mental Health** awareness and resources
- We promote **cycle schemes** to encourage healthier lifestyles
- Yearly **annual leave increase** after 5 years of service
- Open door policy
- **London Living Wage** employer
- Members of **the 5% club**

**Job Types**: Full-time, Permanent

**Salary**: £23,352.00 per year

**Benefits**:

- Casual dress
- Company events
- Cycle to work scheme

Schedule:

- Day shift
- Monday to Friday
- Overtime
- Weekend availability

**Experience**:

- customer service: 1 year (required)

Work Location: In person

Reference ID: Customer Service Operative

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