Job Overview:
We are seeking a detail-oriented and proactive Call Centre Support Coordinator to join our team. The successful candidate will play a key role in managing communication between clients, engineers, and the Call Centre. This includes responding to calls and emails, issuing work to engineers, and ensuring all tasks are completed efficiently and in line with client expectations.
Key Responsibilities:
* Respond to customer and client inquiries via phone and email through the Call Centre
* Liaise with clients and engineers to ensure smooth communication and the timely allocation of jobs.
* Prioritise and assign tasks based on urgency and client needs, using the company's PDA system.
* Raise new work jobs, resolve client queries, and ensure all necessary details are accurately recorded.
* Forward-plan the workload, ensuring accurate job allocation and efficient management.
* Monitor and manage the workload to ensure KPIs are met and client expectations are consistently achieved.
* Work across a wide area and various trades, ensuring tasks are properly allocated to the appropriate engineer.
* Maintain flexibility in adapting to shifting priorities and adjusting to fluctuations in business requirements
Key Skills & Qualifications:
* Excellent communication skills, both written and verbal.
* Strong IT skills with experience in job management or CRM systems.
* Ability to multitask, prioritise work, and perform well under pressure.
* Strong organisational skills and keen attention to detail.
* Flexible, adaptable, and able to manage workload changes or shifts as required.
* Previous experience in a Call Centre, customer service, or helpdesk role is preferred.
Backshift 4 on 4 off rotation: 12.30pm to 11pm
nightshift 4 on 4 off rotation
start and finish times are flexible: starting between 10pm and 12am, finish times between 6am and 8am
Job Type: Full-time
Pay: £24,000.00-£27,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Employee discount
* Free parking
* On-site parking
* Referral programme
Experience:
* customer service: 1 year (required)
Work Location: In person