Customer Support Officer

Tunstall was the first to develop alarm systems for older people and has continued to lead the market ever since. With a team of almost 3,000 employees operating in 17 countries across the world, Tunstall works with health professionals and social care providers daily, to provide support to help manage long term health conditions and provide person-centred care. Tunstall has pioneered the use of technology to enable independent living, supporting more than five million people and their families across the world. Through our regional response centres this enables us to develop digital solutions that enhance independent living and improve efficiencies in clinical care. **Salary - £20,452.05** **Working hours - **4 on 4 off, 12 hour shifts 7am - 7pm **Benefits**: - Up to 9% combined pension contribution - 25 days holidays + bank holidays - Free eye tests - Cycle to work scheme - Retails discounts - Subsidised canteen - Free car parking We have an exciting opportunity for you to join us at Tunstall as a Customer Support Officer. The Customer Support Officer is a busy and varied role which requires an efficient and organized approach. Excellent communication skills are key to this role along with the ability to meet deadlines and prioritise workload. We provide quotations for a wide range of equipment (not just current Tunstall systems) therefore knowledge of our full product range would be an advantage. Experience of Baan and the Microsoft packages would also be a benefit as would the ability of managing workload in order to meet tight deadlines. Attention to detail is also paramount at each stage of the process to prevent issues with invoicing or incorrect parts being issued to engineers and/or third parties Main Purpose of Role: The Customer Support Officer is responsible for a range of duties encompassing call handling and administering engineers daily activities. The Customer Support Officer takes a variety of incoming calls ranging from fault reports to general enquiries. It is their responsibility to handle these calls in a timely and professional manner, bringing the calls to a successful conclusion in line with the Customer Satisfaction Centre’s key performance indicator targets, processes and procedures. The Customer Support Officer is also responsible for efficiently and effectively allocating work to field engineers based on resource availability, ensuring work is responded to within contractual Service Level Agreements. Principal tasks and responsibilities: - Working within a team of 20 CSO’s handling an average of 7500 incoming calls each month from local authorities and councils reporting faulty equipment, chasing existing work, requesting new installations and general enquiries. - Meeting departmental KPI’s: > 80% calls answered in 30 seconds, < 2% calls abandoned, average call duration < 3.5 minutes, call quality results 95% or above. - Ensuring all requests are logged on an in house ERP system with correct and accurate information. - Coordinating engineer leave requests and creating daily and on-call working rosters based on availability. - Ensuring at least 85% of requests are responded to within SLA by efficiently and effectively planning the engineer resource and workload. - Liaising with third parties where subcontract labour is used for specialist work or in remote areas of the UK. - Creating preventative maintenance visit schedules and booking appointments in line with contractual obligations. - Utilising an appointment booking system to manage the attendance of engineers to Managed Service requests, return visits and visits where access restrictions are in place. - Exception handling of service visits, progressing them to completion. - Producing quotations for chargeable work. - Obtaining order numbers and invoicing chargeable works, contributing to an annual invoicing target of £3.5 - £4 million. Knowledge, Skills and Experience: **Essential** - Flexible and approachable work manner, with the ability to work rotating shift patterns Monday - Sunday 07:00am - 19:00pm. - Excellent customer service skills with the ability to deal efficiently and professionally with all customers. - A clear and friendly telephone voice. - Excellent communication skills with a good level of spelling, grammar and punctuation. - Excellent organisational and planning skills with a keen eye for detail. - Ability to work alone or part of a team. - Experienced and proficient in the use of Microsoft Office. **Desirable** - Previous demonstrable call centre/contact centre experience. - Knowledge of BaaN ERP, Fieldforce IQ and the Cognito operating system. - Knowledge of Tunstall products and services. - A recognised customer service qualification.