Night Call Centre Agent / Control Room Operative
Job description
A leading Breakdown and Recovery Company based in Denton, Manchester is looking for a Breakdown controller/Control Room Operative to cover their night shift. This is based on a working 12 hour shifts or 4 shifts a week.
The schedule is Monday to Sunday and is nights.
For the first 3 months of your employment you will be trained on day shifts and paid at minimum wage for this period.
The Breakdown controller/Control Room Operative will be the first point of contact for customers with vehicle breakdowns and will determine the most cost effective route for repair HGV mechanical knowledge & UK Geographic knowledge would be beneficial but not essential.
The duties will include:
* Offer front line customer support following a breakdown or defect
* Allocate calls and resources to ensure that all calls and tasks are attended by the appropriate Engineer in contracted/targeted timescales to comply with agreed Service Level Agreement (SLA's) and Organizational targets
* Ensure Customers are regularly informed of call progression/ development through to satisfactory resolution
* Ensure that the necessary processes, procedures, and engineer work instructions are understood and are followed thereby providing a consistent and professional service to the client
* Booking jobs onto the in-house computer system
* General administrative duties as required such as raising and taking calls, monitoring of Call Management through the in-house telephone system, inputting of data onto the in-house computer system ensuring accuracy of records, procedures and documentation
* Raising customer invoices
* Call Management for external companies whilst they are closed Key Account abilities
* Customer satisfaction and call response times within guidelines
* Incident management, meeting agreed time frames for repairs
* Adhering to all processes and procedures
* Accurate and up to date records Applicants must be able to demonstrate
* Business standard IT skills, including Microsoft Office
* Possess the ability to log calls and distribute breakdown information
* Excellent communication and customer care skills
* A good standard of written and spoken English
* A tenacious, enthusiastic, and flexible disposition. Some prior experience with call handling/customer service, engineer allocation, customer management
* Good self-starter with the ability to multi-task
* Ability to work well under pressure in a busy environment
* Ability to work well as part of a team, and also on their own when required
* Be a well-organized individual with excellent time management and prioritization skills
Vacancy Information:
Job Types: Full-time, Permanent
Pay: £25,000.00-£26,000.00 per year
Benefits:
* Company pension
Experience:
* customer service: 1 year (preferred)
Work Location: In person