Job Description
This is a home-based role reporting to the Helpdesk Team Leader. This role will consist of working to a rotational shift pattern, covering evening, weekend and on-call work. When doing the evening shift, the requirement would be that from 16:00 to 23:00, the mailbox would be monitored and then from 23:00 to 07:00, you would be on-call to answer any emergency calls that come through.
The main requirement of the role is to ensure all calls during out-of-hours are attended and completed within the client's specified SLAs and to provide updates as required.
Key Responsibilities and Accountabilities:
• Log all calls from clients on internal system and arrange labour to ensure job completion within the required timescales
• Ability to work under pressure positively to achieve response times for reactive works
• Customer communication, proactive customer updates and incoming call handling
• Efficient route planning of the call out engineers and ensure nearest engineer is allocated to reduce travel time.
• To provide technical support to customer where possible to prevent the need for emergency call out.
• Ensure Service Director and Client specific web sites are updated and in line with SLA’s
• Contribute to ISO Business Management systems.
Essential criteria
• Good organisational skills
• Excellent communication skills
• Speed of thought, prioritisation and decision making skills
• Good problem solving skills
• Sense of urgency to work in a fast-paced environment
• Ability to work in a fast-paced environment
Benefits of Working at Record
If you are successful, you will join a forward-thinking organisation that is always striving to do better, adopting an empowering working environment that allows you the opportunity to grow and develop in your role and beyond.
As a Real Living Wage employer, you can expect to receive the following benefits when you work at Record UK:
• Life assurance scheme.
• Enhanced sick pay.
• Annual salary review scheme.
• Access to an online employee benefits portal.
• Access to an extensive online training portal.
• Access to an Employee Assistance Program.