Call Co-ordinator (Temp. until end May 2015)

The Role:

• The overall purpose of the role is to co-ordinate and manage all field service engineer visits to customer sites and to ensure that the field service engineers provide the level of service required to meet the contractual requirements of the customers.
• To provide the single point of contact for all field service engineers, dealing with all enquiries and update the company database.
• Escalation and tracking of field service engineer calls using the different procedures in place including, internet, fax and telephones.
• Setting the customer expectations and keeping the customer informed of the progress of each service all.
• Escalation of appropriate issues within the organisation.
• Gathering the appropriate metrics and measures to enable the company to monitor field service engineering performance and customer satisfaction.
• Constant use of/updating and housekeeping of the company database.
• Completion of customer satisfaction calls on each closed field service engineer visit.
• Completion of daily shift handovers to pass issues to colleagues and shift engineers.
• Take an active role in streamlining processes and improving customer service.

What the company is looking for in the successful candidate:

• The role is the first point of contact for the customer experiencing a problem with their equipment. It is essential that any candidate should have experience in dealing with customer enquiries and requests for further information.
• It will require the individual to work in an efficient and methodical manner in order to provide the field service engineers with the provision of accurate information under time pressure.
• Strong communication skills – both verbal and written especially in order to communicate effectively with our customers
• Ability to remain calm under pressure
• Patient and diplomatic when handling customer sensitive situations
• Strong computer skills and aptitude for understanding technical issues
• UK geographical knowledge