The main responsibilities in this role will be to manage customers breakdown events, booking jobs onto the in-house computer system and liaising with both our branch network and Supply Chain Partners to ensure that our customers get back on the road as quickly as possible, and that repairs are undertaken cost effectively.
Job duties - include but are not limited to:
*Offer front line customer support and advice following a breakdown or defect;
*Allocate calls and resources to ensure that all tasks are attended by the appropriate Engineer within contracted/targeted timescales to comply with agreed Service Level Agreement (SLA's) and organisational targets;
*Ensure that all calls/tasks are carried out to a satisfactory resolution for all parties concerned;
*Ensure Key Account customers and internal Management are regularly informed of call progression/development;
*Manage the progress of all Key Account customer calls and escalate as appropriate, ensuring that all calls are managed to a satisfactory resolution by means of end-to-end management and within agreed customer SLA's;
*Ensure that the necessary processes, procedures, and engineer work instructions are understood and followed thereby providing a consistent and professional service to the client;
*Assist with monitoring engineer productivity through diligent matching of their availability and skill set against existing workloads;
*General administrative duties as required such as raising and taking calls, monitoring of Call Management through the in-house telephony system, inputting data onto the in-house computer system ensuring accuracy of records, procedures and documentation;
*Cost control, balancing customer requirements with commercial awareness.
*Provide 'on-call' cover via telephone outside of normal business hours to offer support for our outsourced network
*Customer satisfaction and call response times within SHB guidelines;
*Incident management, meeting agreed timeframes for repairs;
*Vehicle off the road/non-available time;
*General cost control;
*Adhering to all SHB processes and procedures;
*Accurate and up to date records;
*Demonstrate as an individual living the SHB values;
Applicants must be able to demonstrate:
*Suitable industry qualifications/time served or demonstrable experience within the vehicle maintenance industry;
*A good general level of vehicle technical knowledge;
*Business standard IT skills, including Microsoft Outlook;
*Excellent communication and customer care skills;
*A good standard of written and spoken English;
*A tenacious, enthusiastic, and flexible disposition. Some prior experience with call handling/customer service, engineer allocation, customer management;
*Good self-starter with the ability to multi-task;
*Ability to work well under pressure in a call centre environment;
*Ability to work well as part of a team, and also on their own when required;
*Be a well organised individual with excellent time management and prioritisation skills.
For further details, please contact Megan Hill at: - .
Thank you for your interest in this vacancy. Omega Resource Group Ltd provides the very best opportunities for our candidates. We recruit for a variety of different roles, in a multitude of industry sectors. For more information on latest vacancies, please visit our website: www.omegaresource.co.uk
Omega Resource Group Ltd is acting as an Employment Agency in relation to this vacancy.
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