Responsibilities
* Provide a professional customer focussed service for all clients and customers, ensuring the highest standards of customer care and communication at all times.
* Provide a professional, dedicated and customer focussed service to all callers to the client telephone line ensuring all tasks subsequently logged onto the CAFM system are to a high degree of accuracy that meets the customers' expectations and requirements.
* Schedule tasks to both internal and external resources using the CAFM system and the clients application ensuring relevant KPIs are adhered to.
* Raise orders using the client ordering system following all relevant client policies and procedures for procurement and ensuring value for money for the clients and customers.
* Proactively communicate with the customers giving relevant and timely information and requesting feedback and customer survey completion.
* Support the operational teams by utilising the CAFM and internal systems to track and identify urgent, outstanding and overdue activity, re-prioritising scheduled tasks as necessary.
* Provide cover for colleagues in the Customer Contact Manager's department in the event of holidays and/or sickness as and when required.
* Make contact with the appropriate sites/teams to discuss all emergency responses, and relay information through to Supervisors/ Team Leaders/ Site Administrators any relevant information they require to ensure the smooth running of the operation.
* Maintain and process records (including Customer Service Evaluations) and administer the mailbox and self-service portal.
* Secure and maintain a good working knowledge of the contractual requirements of the United Utilities contract where they relate to reactive and planned works.
* Support and utilise documents / processes contained within the Business Services function.
* Undertake all duties in a safe, tidy and responsible manner in accordance with H&S requirements.
* Comply with the site security requirements, H&S procedures and clients internal audit processes and policies.
* Support other team members as necessary to complete administration activities.
* Comply with the client's company rules and maintain a high standard of discipline.
* Carry out other duties as may be reasonably requested from time-to-time by the Customer Contact Manager or any other manager.
Key Skills
* Team player, with a flexible working attitude
* Excellent interpersonal and customer relationship skills
* Excellent demeanour and calm manner when dealing with customers
* Good problem-solving skills and a willingness to take ownership of difficult issues seeing them through to the end
* Excellent ability to deal with conflict situation
* Excellent listening skills
* Excellent verbal and interpersonal communication skills
* Knowledge of the Agility system or other CAFM system would be an advantage
* Strong communication skills including excellent written and oral communications
* Attention to detail with a high degree of accuracy
* First-class organisational skills are required for this role
The role is initially a 3-month contract which may be extended. Working hours are Monday to Friday - 40 hours per week - shifts between 7am - 6pm - 8.5 hours per day including a 30-minute unpaid lunch break. Paying £9.34 per hour.
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