Call Centre Operators - Weekend Shifts
- Recruiter
- Anonymous
- Location
- Swindon
- Salary
- 15000.00 - 15500.00 GBP Annual
- Posted
- 20 Jun 2017
- Closes
- 18 Jul 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Exciting opportunities to work for a global company who offer their services in over 80 countries.
You will act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order. Responsible for the co-ordination of customer service requests out to the supply chain and chasing progression of the work orders.
Responsible for resolving queries and complaints by applying a first call resolution plan to each call. To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required. To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner.
The Role
The role is responsible to the Supervisor for:
•To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract
•Responsible for the co-ordination of all reactive services within remit, ensuring work is distributed to the supply chain in accordance with the Reactive Works process.
•To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
•To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
•To develop and maintain a good understanding of the core Maximo and SharePoint applications, the facilities management services provided to all customers, and all relevant processes and procedures.
•To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
•To take action to keep up to date with changes to the contract and sharing information learned within the team
•To handle and actively resolve any customer issues according to the Customer Complaints process
The call centre covers a number of clients and is a 24/7 operation, that is managed by a week day shift system and a weekend shift system.
The weekend shifts
are a 12 hours shift pattern starting at 06:30am on a Saturday morning and operate till 06:30am on a Monday morning. The shifts work 06:30am to 18:30pm -- 18:30pm to 06:30pm --22:30pm till 06:30am on a rotation.
The starting salary for this shift pattern GBP15K rising to GBP15,500 after probation.
Essential:
•English Language GCSE grade C or above
•Minimum of 1 years' experience in successfully working within a service centre / call centre environment / customer service role
Desirable:
•Experience of working with customer and supplier SLA
•Experience of working to targets
•Basic understanding / knowledge of Facilities Management
The starting salary for this shift pattern GBP17K rising to GBP17,500 after probation.
•Candidates must have the last 3 years of unbroken residency in the UK
•Candidate must be a UK/EU passport holder or be prepared to get a passport
You will act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order. Responsible for the co-ordination of customer service requests out to the supply chain and chasing progression of the work orders.
Responsible for resolving queries and complaints by applying a first call resolution plan to each call. To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required. To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner.
The Role
The role is responsible to the Supervisor for:
•To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract
•Responsible for the co-ordination of all reactive services within remit, ensuring work is distributed to the supply chain in accordance with the Reactive Works process.
•To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
•To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
•To develop and maintain a good understanding of the core Maximo and SharePoint applications, the facilities management services provided to all customers, and all relevant processes and procedures.
•To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
•To take action to keep up to date with changes to the contract and sharing information learned within the team
•To handle and actively resolve any customer issues according to the Customer Complaints process
The call centre covers a number of clients and is a 24/7 operation, that is managed by a week day shift system and a weekend shift system.
The weekend shifts
are a 12 hours shift pattern starting at 06:30am on a Saturday morning and operate till 06:30am on a Monday morning. The shifts work 06:30am to 18:30pm -- 18:30pm to 06:30pm --22:30pm till 06:30am on a rotation.
The starting salary for this shift pattern GBP15K rising to GBP15,500 after probation.
Essential:
•English Language GCSE grade C or above
•Minimum of 1 years' experience in successfully working within a service centre / call centre environment / customer service role
Desirable:
•Experience of working with customer and supplier SLA
•Experience of working to targets
•Basic understanding / knowledge of Facilities Management
The starting salary for this shift pattern GBP17K rising to GBP17,500 after probation.
•Candidates must have the last 3 years of unbroken residency in the UK
•Candidate must be a UK/EU passport holder or be prepared to get a passport