Service Call Handler

**Detailed job description**

**Overall purpose**:
Amberstone provides integrated security solutions through the provision of technology products and manned guarding resources. Our security solutions bridge the gap through the provision of risk based integrated security solutions, deployed through our unique Amberstone Risk Modelling tool. Products combine to provide a best return on investment made by our varied client base, with Amberstone sharing strategic best practise wherever possible to the benefit of all clients, reducing risk and costs wherever possible. Amberstone security solutions provide a best return on investment when integrated together.

**Main duties / key responsibilities**:
Call Handler to assist the Regional Service Manager, Account Managers and Service Desk Manager in delivering exceptional performance, motivation, and excellent customer service. Providing a high level of correctly logged calls to meet SLAs.

**The key areas of delivery are**:

- Answer phone calls in a professional and timely manner to meet customer SLAs, taking precise details of the call in line with the process map requirements on all occasions.
- Provide effective communication between Amberstone Security, Customers, Life safety System Service Manager, Service Desk Manager and Regional Service Managers to ensure all parties have the information they need in a clear format and timely manner.
- Communicate all delays or failures to the Service Desk Manager to ensure that the customer is in formed and updated on service levels.
- Ensure customer queries are dealt with in a timely manner to comply with customer SLAs.
- Assist the Service Desk in case of sickness, leave or resource problems.
- Adhere to company policy in relation to Health & Safety and Equal Opportunities and complies with all policies and procedures as laid out in the current company handbook, with particular emphasis on the protection of sensitive customer information.

Mission, core values & competencies: embracing the company’s core values and principles in order to achieve the overall mission of the organisation. Take personal responsibility for own career development by continually assessing and adjusting personal performance and behaviour against the objectives agreed in your Amberstone Colleague Development Plan.

Internal relations: It is critical that the individual has comprehensively good working internal relationships with team members and respective departments and communicate and support the company ethos effectively, whilst making sure best practice is followed. These progressive relationships will be based on a can-do attitude with a positive thoughtful style in ensuring effective communication is carried out throughout the business, always ensuring that client service remains at the centre of what we do.

Additional information: Other duties may be assigned as per the needs of the business. This role is Field Based, and may require travel around the UK & Europe.

**Equality & Diversity**

Amberstone Technology values the diverse skills and experience of its employees and is committed to achieving equality of treatment for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes and abilities. Amberstone Technology is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through good equalities and diversity leadership and management.

**Responsibilities & Requirements**

Job descriptions should be reviewed on a regular basis. Any changes should be made and agreed between you and your line manager.

The above lists are not exhaustive, and you are required to undertake such duties as may reasonably be requested within the scope of the position and to meet the needs of the business. All employees are required to act professionally, co-operatively and flexibly in line with the requirements of the position.

**Person requirements**

Education / Qualifications / Training required:
**Essential**:
Good level of general education.

Previous Work Experience:
Essential:
Previous experience in a call handling role

Knowledge and expertise:
**Essential**:
Proven record of working accurately to meet SLAs successfully

Good level of computer literacy - using Word, Excel, PowerPoint, Outlook etc., as well as a call handling system

**Desirable**:
Personal skills/behaviours/qualities:
**Essential**:
Knowledgeable on the Loss Prevention marketplace, strong communication skills, goal/results orientated, exceptional customer centric relationship-oriented approach, self-motivated, approachable and confident, ability to prioritise, consultative approach, attention to detail and supportive.

Be an ambassador for Amberstone Security always, displaying quality and excellence in all dealings with external and internal customers and suppliers.

Customer focused

Excellent telephone manner

Ability