Customer Service Advisor - Sheffield
- Recruiter
- Confidential
- Location
- United Kingdom
- Salary
- Competitive
- Posted
- 08 Jun 2022
- Closes
- 06 Jul 2022
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- Full Time
A global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential
About This Role
Regional Delivery Partner is to ensure that the Field force is optimally matched to meet both L2C, T2R and project demand requirements and to provide real time support to Field teams, Customer Facing Units, Project teams and customers to ensure the unit meets its service targets on a Right First Time (RFT), Net Promoter Score (NPS) in the most efficient and cost effective manner possible. This role will be working at up to 5 days out in relation to jeopardy management of tasks
Responsibilities
Work closely and collaboratively with the field engineers as appropriate to ensure best customer fit
Monitor field allocation systems to ensure effective deployment of field resource
Use appropriate tools & systems to identify risks and issues with resource allocation profile and flag to the appropriate control and/or Area Engineering manager
Manage on the day customer escalations/expedites by utilising all resourcing solutions, including 3rd party resource
Manage the incidents as appropriate to my assigned area in conjunction with the relevant contributing departments in order to meet SLA
Effectively deploy Field resource to ensure maximum utilisation and efficiency
Work in a collaborative way that ensures the availability of resources within agreed lead times
Work closely with the Central Resourcing Co-Ordinator
Manage the Switch & Power Routines activities as appropriate
Seek to continually improve the controls' processes and ways of working
Effectively manage task enablement for provision and repair to meet the required appointment date/s or SLA's
Manually build tasks to meet the required appointment dates where automation is not in place e.g. Cloud VoiceSkills & Experience
Experience with the Microsoft Office suite is essential
Good verbal and written skills
Product knowledge would be an advantage but not essential
Good problem solving skills
Logical and methodical
Must be able to multi-task and work well under pressureBenefits
Flexible working arrangements between 8am and 6pm
Hybrid work available - 2 days in the office, 3 at homeIf you are interested, please apply online or give us a call on (phone number removed)
About This Role
Regional Delivery Partner is to ensure that the Field force is optimally matched to meet both L2C, T2R and project demand requirements and to provide real time support to Field teams, Customer Facing Units, Project teams and customers to ensure the unit meets its service targets on a Right First Time (RFT), Net Promoter Score (NPS) in the most efficient and cost effective manner possible. This role will be working at up to 5 days out in relation to jeopardy management of tasks
Responsibilities
Work closely and collaboratively with the field engineers as appropriate to ensure best customer fit
Monitor field allocation systems to ensure effective deployment of field resource
Use appropriate tools & systems to identify risks and issues with resource allocation profile and flag to the appropriate control and/or Area Engineering manager
Manage on the day customer escalations/expedites by utilising all resourcing solutions, including 3rd party resource
Manage the incidents as appropriate to my assigned area in conjunction with the relevant contributing departments in order to meet SLA
Effectively deploy Field resource to ensure maximum utilisation and efficiency
Work in a collaborative way that ensures the availability of resources within agreed lead times
Work closely with the Central Resourcing Co-Ordinator
Manage the Switch & Power Routines activities as appropriate
Seek to continually improve the controls' processes and ways of working
Effectively manage task enablement for provision and repair to meet the required appointment date/s or SLA's
Manually build tasks to meet the required appointment dates where automation is not in place e.g. Cloud VoiceSkills & Experience
Experience with the Microsoft Office suite is essential
Good verbal and written skills
Product knowledge would be an advantage but not essential
Good problem solving skills
Logical and methodical
Must be able to multi-task and work well under pressureBenefits
Flexible working arrangements between 8am and 6pm
Hybrid work available - 2 days in the office, 3 at homeIf you are interested, please apply online or give us a call on (phone number removed)