Overview
JOB TITLE: Recalls administrator
Team: Planning | Reports to: Team Manager
Role: To answer all telephone calls and deal with them to a high standard and resolve in line with current policies and procedures; to deal with engineers’ requests for ordering parts quickly and effectively.
Job Details
Working hours: Winter 40 hours per week; Summer 36 hours per week. 1 in 4 Saturdays with a day in lieu during the week when working the Saturday.
Responsibilities
* Schedule recall jobs onto an engineer’s diary.
* Call all customers daily with updates on their repair.
* Liaise with outside agents to discuss allocation and deployment of work and assign to them.
* Handle difficult calls and situations regarding re-arranging appointments.
* Cooperate with engineers and Divisional Service Managers on challenges.
* Ensure service level agreement compliance for re-attending sites to undertake a repair.
* Complete a variety of email tasks within time constraints.
* Use systems such as Service Power, SAP and Salesforce.
* Have knowledge of UK postcodes; understand boiler basics and parts; knowledge of central heating systems.
Qualifications and Experience
* Excellent Customer Service Skills
* Excellent Communication skills
* Time Management
* Experience of using computer-based systems; ability to enter data accurately
Key Deliverables
* Strong administrative skills; telephone skills; multi-tasking; time management
* Proficiency with computer-based systems; numeracy and literacy
* Team player with ability to work on own initiative
Seniority level
Associate
Employment type
Full-time
Job function
Engineering, Administrative, and Customer Service
Industries
Industrial Machinery Manufacturing and Appliances, Electrical, and Electronics Manufacturing
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