Control Room Operator

6 days ago

Portsmouth, United Kingdom RD Avery Limited Full time

**About us**

RD Avery Limited

**Title**: Control Room Operator

**Reports To**: Control Room Operator

**Work Pattern**:Weekdays(Shift based as part of Rota)

**About us**:
RDAvery limited are a leading provider of Breakdown and Recovery services operating across the south coast region and beyond. Our operations centre is located in Portsmouth, at our address in PO3 5RS.

Our busy control room/call centre currently operates weekdays on shift/ rota basis where operators work as part of a team managing our fleet of recovery vehicles, service vans and technicians in providing immediate response and customer service to a large portfolio of customers.

We also operate a complete garage services business from our head office location in Landford, near Salisbury.

**Role Purpose**:
To provide comprehensive customer focused control of all inbound job enquiries, processing the details onto the APEX recovery management system, Allocating the right resources and despatching to the scene in the shortest timescale. Maintain regular contact with Recovery operators and the customer / agent providing factual progress updates and information as appropriate, managing each job to conclusion. Provide accurate ETA information and provide cost quotations based on our cost matrix.

**Key Duties**:

- Answer all inbound Recovery telephone calls, logging jobs using the APEX control system and allocate recovery operators as appropriate based on location, equipment required and ETA.
- Provide a confident and competent response to all job enquiries, managing customer’s expectations and providing the support and services they expect.
- Work collaboratively with control room team across our operating sites and with third party providers as necessary.
- Ensuring comprehensive handovers are completed at shift handover to provide continuity of priorities and communication links.
- Ensure correct account and contact details are loaded into APEX and complete details of the job are logged as per the screen prompts.
- Escalate major incidents to immediately to Control Room Supervisor and Recovery Operations Manager, ensuring all stakeholders are aware.
- Price jobs using the cost information and specific knowledge to correctly cost and charge for all recovery services. Set up quotes on the retained quotes lists for reference.

**Key Skills/**

**Experience**
- Resilience and capable to work calmly and at pace within a pressurised, challenging environment.
- Developed interpersonal skills - excellent telephone and communication skills.
- Issue resolution - ability to think ‘outside of the box’.
- Strong customer focus with attention to detail.
- Collaborative capability - ability to work with and develop a strong team working ethos.
- Organised with ability to work to deadlines.
- Competent in Microsoft Office packages, Excel, Word etc

**RD Avery Limited provided the following inclusive hiring information**:
We are an equal opportunity employer and considers all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

**Salary**: Up to £23,500.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking
- Sick pay

Schedule:

- 8 hour shift
- Monday to Friday

Shift availability:

- Day shift (required)
- Night shift (preferred)
- Overnight shift (preferred)

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