Customer Service Advisor

16 hours ago

Enfield Town, United Kingdom Utility People Full time

**Customer | Service | Inbound | Outbound | Allocate | Diary | Engineer | Excel | Clients** **Role: Customer Service Advisor (Office Based)** **Location: Enfield** **Salary: £18,000 - £21,000 DOE** **Role Summary**: To be part of a call centre team acting as first point of contact to receive work from clients, update work management systems and allocate workstreams to a team of engineers depending on geographic area. The role will ensure that client requirements aremet and in accordance with our company standards. **Key Requirements**: - Review jobs received during the working day and allocate accordingly to Engineers - Review outstanding jobs with reference to specified response times, evaluating the nature and importance of the instructions, ensuring that calls are responded to with reference to both the importance of the works and the contractual response times andupdating clients where necessary - To enter the "Contract Diary" relevant information of appointments made for engineer attendance/response to maximize attendance within response times whilst minimizing standby and travelling time - Check engineer’s paperwork/PDAs to ensure written details match those reported and to ensure that the engineer’s documentation is correct and accurate and scan any reports to the job, update client including any quotes if required - To record details of conversations or other forms of communication regarding jobs to provide an audit trail of actions taken - To record any site-specific information received, and to ensure that any relevant details already held are reviewed and acted upon when allocating jobs - Where necessary to raise and allocate specialist sub-contractors, giving response, completion and access details, and other relevant information, to ensure compliance with Client requirements - To chase sub-contractors for engineer reports within the expected time frames, upload on to system and update the client including any quotes if required - As and when required, compile contract data and associated client correspondence reports - To provide administration support to electrical contracts managers as and when requested - To use the client’s database to raise jobs on our works management system, update information and request target extensions - Compile completed jobs and update spreadsheets ready for financial evaluation. - Any other duties as reasonably requested - Preferably have worked in a call centre - Have previous experience working in a customer service environment - Have a confident telephone manner - Be able to cope with a high volume of calls at times - Have strong communication skills - Be a good team player - Have a positive and flexible approach to work - Can plan and prioritise their work to meet targets and deadlines - Have good problem-solving skills - Due to location of offices have a full UK driving licence/car **Essential Skills**: - GCSES or equivalent/relevant experience - Excellent IT Skills - Good knowledge of Microsoft Excel/spreadsheet

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