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Administrator

Posted 20 February by Nuco Solutions Ltd Easy Apply Ended

To provide a professional Customer Services function for gas servicing, repairs and
other repairs support service including:
• Keeping the servicing programmes on schedule minimising properties
without a valid gas safety certificate
• Meeting KPIs for attending emergency/urgent/routine gas appliance
breakdowns
• Tasking and coordination of engineers
• Keeping the database up to date
• Providing regular reports on performance to clients
• Liaison with Contract Managers, client staff, suppliers and subcontractors

1.Service Scheduling:
• Production of service schedules by client / geographical zone
• Production and posting of customer service appointment letters
• Updating of no-access information and job completions
• Tasking of engineers with service appointments maximising their utilisation and productivity


2 Breakdown Help Desk:
• Front end customer contact providing a high level of customer care
• Correctly diagnose repairs and aim resolve problems wherever possible without sending an
engineer to visit
• Ensure jobs are attended and completed to meet contract KPIs
• Provide certainty to the customer on what action will be taken, estimated time of arrival etc


3 Customer Liaison:
• Ensure the system is continually updated and accurately reflect the status of each property
• Processing of completion data / paperwork
• Continually interrogate the system to ensure no properties are missed or left too late
• Review jobs outstanding and ensure these are actioned
• Update customers on progress


4 Information:
• Ensure the system is continually updated and accurately reflects the status of each property
• Processing of completion data / paperwork
• Continually interrogate the system to review outstanding jobs and that these are being dealt with


5 Coordination of Resources:
• As per the service schedule, use resources from across the region to maximise productivity and minimise cost
• Liaise with CMs and Ops Managers to ensure effective planning of breakdown engineers
• In real time, deal with resource issues and prioritise to ensure response times are met


6 Quality, Customer Service & Complaints Management:
• To personally handle any customer complaints to a satisfactory resolution

Reference: 33932565

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