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Call Centre Administrator

Posted on Jan 31, 2019 by Anonymous

Thame, Oxfordshire United Kingdom
Call Center & Customer Service
Immediate Start
£17k - £22k Annual
We are currently looking for a Call Centre Administrator for our clients who are a large property maintenance contractor based in Thame to join their growing team.

You will be required to provide exceptional scheduling and administration support for their client contracts. Working within the Call Centre team you will be provide excellent customer service, diagnosing repairs, making appointments and scheduling workloads.

Planning in the most cost effective, productive manner to maximise customer satisfaction, operative productivity and drive KPI performance.

Main Duties:

* Receiving responsive maintenance calls

* Understanding and diagnosing repair requests

* Making appointments on our works order management system

* Booking in daily and weekly work schedules for all operatives

* Monitor the status of work orders on order management system

* Constantly viewing and scheduling works orders.

* Managing the work diaries of all operatives

* Immediate allocation of all emergency works to relevant operatives to PDA/mobile phone

* Planning of all non-emergency work via works calendar

* Maintaining the works calendar

* Liaise with contract managers and supervisors to prioritise work-loads to trades and schedule efficiently to drive productivity and Right First Time/First Time Fix

* Follow on work required from original job rebooked within a timely manner

* Monitor daily OOH reports and raise call out orders

* Monitor and action all non PPP requests in line with procedure

* Action Subcontractor completion reports and move jobs to completion status

* Update appointment slots for subcontractors and operatives

* Manage jobs that potentially could go overdue and plan orders to be completed within target time

* Review and authorise job completion moving job to completion status

* Any other duties as deemed necessary, if these duties are of a greater level of responsibility or skill of those required in the post then full training and appropriate supervision will be provided

Candidates must have:

* Excellent communication skills both verbal and written

* The ability to make people smile

* A strong customer ethos

* The ability to establish and maintain good customer/client relationships.

* Good time management, planning & organisational skills

* Strong attention to detail & accuracy

* You work & behave positively, pro actively & constructively

* Able to work well as part of a team and also individually with minimal supervision

* Confident at taking ownership of queries and resolving them efficiently

* Excellent computer skills including Microsoft Office

* Ability to multi-task and work well under pressure

Reference: 635401755