Job Title
Recalls Administrator
Team
Planning | Reports to: Team Manager
Working Hours
* Winter – 40 hours per week
* Summer – 36 hours per week
* 1 in 4 Saturdays with a day off taken in the week when working Saturday
Job Purpose
To answer all telephone calls and deal with them to a high standard and resolve in line with Ideal current policies and procedures in a professional manner. To deal with engineer’s requests for ordering parts quickly and effectively.
Key Responsibilities
* Responsible for scheduling recall jobs onto an engineer’s diary.
* Ring all customers daily with an update on their repair.
* Problem‑solve and liaise with outside agents to discuss allocation and deployment of work and efficiently assign this to them.
* Handle difficult calls and situations regarding re‑arranging appointments.
* Liaise with engineers and Divisional Service Managers regarding all types of challenges.
* Work on a service level to ensure we are within the agreement for re‑attending site to undertake a repair.
* Complete a variety of email tasks within time constraints.
* Efficiently use systems such as Service Power, SAP and Salesforce.
* Have graphical knowledge of UK postcodes.
* Process boiler swap within the SLA and liaise with our agents to get the job undertaken.
* Understand the basic working of a boiler and the parts within.
* Have some knowledge of how a central heating system operates.
Key Deliverables
* Well‑practised administrative skills
* Well proven telephone skills
* Excellent multi‑tasking skills
* Time management
* Experience of using computer‑based systems
* Ability to read, understand and process data efficiently and accurately
* Experienced team player
* Ability to work on own initiative
* High standard of numeracy, literacy, and IT skills
* Excellent verbal and written communication skills
* Ability to work well under pressure
* Suitable level of attendance
Key Challenges
* Product Knowledge
* Process Knowledge
* Engineer placement knowledge
* Customer Care skills
* Delivering internal and external customer satisfaction in a pressurised environment
Qualifications & Experience
* Excellent customer service skills
* Excellent communication skills
* Time management
* Experience of using computer‑based systems
* Ability to enter data correctly and accurately
Seniority Level
Associate
Employment Type
Full‑time
Job Function
Engineering, Administrative, and Customer Service
Industries
Industrial Machinery Manufacturing and Appliances, Electrical, and Electronics Manufacturing
Location
Kingston upon Hull, England, United Kingdom
Additional Information
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