Social network you want to login/join with:
Circet UK is looking for a Fibre Operations Agent to join our Home division in Selkirk, Scotland.
Reporting to the Fibre Operations Coordinator, you will be responsible for ensuring that Circet Home completes as many fibre jobs as possible successfully daily, and closing jobs down to allow us to bill the clients accurately.
About Circet
Circet Ireland & UK have built an extensive portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure, and Power Sectors in Ireland and the UK. Driven to be innovative and proactive, we deliver solutions that meet our clients’ expectations while adapting to their changing requirements. With over 4000 employees across Ireland & UK, we continue to bring people together to make this happen.
Job Purpose
* Manage Fibre Clients daily, paying attention to client requests and escalating as necessary to the Fibre Operation Coordinator.
* Handle Fibre escalations and work towards resolution, escalating serious complaints per our processes and providing feedback to the FOC.
* Communicate regularly with Fibre customers, client contact centres, engineers, and Supervisors across the UK via calls, email, and webchat, reporting directly to the FOC.
* Oversee all Fibre engineer processes such as Start My Day, Timeslot Adherence, Engineer Utilisation, and End My Day. Review completed jobs to ensure forms match on-site actions, stock is recorded, and notes/signatures are captured. Liaise with engineers to rectify missing information.
* React to issues as they arise, taking corrective actions, updating customers, or escalating to Fibre Supervisors/Client Liaison Managers as needed.
* Maintain good relationships with Fibre Supervisors, Fibre managers, and Client liaison teams to discuss in-day issues and follow escalation procedures.
Responsibilities
* Deliver excellent customer service to Fibre clients.
* Support engineers and Supervisors effectively.
* Manage the daily workload of Fibre engineers efficiently.
* Answer calls on the Fibre Line and proactively update customers and engineers about issues.
* Check forms associated with each job meticulously.
* Own assigned tasks daily, escalating problems when necessary.
* Contact clients regarding failed appointments and retain them where applicable.
* Adjust workload dynamically among engineers.
* Follow up with customers post-visit to assess service quality.
* Handle emails and calls from clients via Fibre Mailboxes.
* Book work requests from Fibre Clients.
* Source stock at short notice.
* Coordinate with other departments to meet SLA deadlines.
* Manage jeopardy jobs and communicate progress to clients.
* Handle escalations and resolve issues efficiently.
* Verify Fibre jobs and ensure accurate reporting.
* Manage complaint cases through to resolution.
* Respond to client escalation mailboxes.
Requirements
* Proficient in Microsoft Office, especially Excel. Prior Service Centre Agent experience preferred; willing to undertake additional training.
* Results-driven, analytical, with a practical approach.
* Capable of managing workload to meet targets, with remedial actions when needed.
* Creative problem solver with initiative.
* Team player, friendly, approachable, and respectful of others’ differences.
* Effective communicator, proactive in raising concerns.
* Adaptable with a positive ‘can do’ attitude.
* Good knowledge of work management systems and Windows environment.
* Awareness of Health & Safety and Quality Assurance procedures.
* Self-motivated, capable of motivating others, with professional and technical enthusiasm.
* Logical, capable of prioritizing tasks effectively.
* Respectful of privacy and data security, following policies and safeguarding information.
Why work in Circet?
* Be part of a company that values involvement, diversity, and inclusion.
* Be part of a company that nurtures excellence and develops leaders.
* Opportunities for personal development and career progression through education, mentoring, and pathway programs.
* Commitment to Corporate Social Responsibility.
* Competitive salary and benefits including 25 days annual leave, life assurance, Employee Assistance Programmes, and career development opportunities.
#J-18808-Ljbffr