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Customer Service Advisor
4 weeks ago
**About The Role**:
We are currently looking to recruit Customer Service Advisors to join the Planning team in our Nottingham office.
Salary is £23,610 and hours are 40 hrs. Our opening times are 8am to 8pm Mon to Fri and 8am to 6pm Sat & Sun, so shifts will be around those hours.
The Planning department is responsible for delivery of the resource plan in line with budgeted expectations of the Central Operations function.
In the role you will;
- Provide in-day support to the field workforce through the management of work levels.
- Ensure that call handling standards are met.
- Assist in ensuring that the agreed work volumes are met and monitored throughout the day as required and that available capacity is highlighted and communicated to the appropriate teams in a timely manner with a view to securing additional appointments to maintain engineer productivity levels whilst taking into account local geography, mileage / travel time and engineer skill sets
- Maintain communication with the customer to ensure that service levels and agreed appointment slots are achieved.
- Work alongside the Parts team to ensure all parts processes are being adhered to.
- Liaise with Field Management to communicate and resolve workforce issues.
- Taking in-bound calls from Engineers/Field Managers and taking ownership to resolve queries as appropriate. Supporting customers within their claims journey.
- Respond to all escalation enquiries and provide solutions as required to deliver upon our Customer promises.
**About You**:
**To be successful in this role you will need to have the following knowledge, skills and attributes**:
**Essential**
- Good communication, negotiating and influencing skills.
- Attention to detail.
- High level of customer service skills.
- Confident in dealing with customers and conflict handling.
- Ability to take ownership of issues to resolution.
- Computer literate.
**Desirable**:
- Experience of operating within dispatch/planning role.
- Knowledge of HML products and services.
- Fully conversant with HML systems and processes.
- Knowledge of UK geography.
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