Posted on Feb 14, 2019 by Claremont Consulting Ltd
Who are we?
We are a global diversified technology and multi industrial leader, serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders, through strategic focus on our buildings and energy growth platforms.
The company is uniquely positioned as a leader in products, technologies and integrated solutions for the buildings and energy sectors and an exciting opportunity has arisen for a Customer Service Advisor to join our team in the Bristol office.
What you will do
The team supports the branch Installation Teams to enable the completion of installation work in relation to security services. Our advisors are the main interface between the customer and the engineer on daily activities & risk situations, and is the main control point for planning & scheduling of work.
The advisor provides support to the branch Installation Teams to ensure full utilisation of engineers through planning, scheduling & tracking of customer appointments. Working with the Field Line Managers to ensure any risk situations are resolved, ensuring customer appointments go ahead as planned, with the risk of no-shows kept to a minimum. This is achieved by maintaining contact with our customers and engineers (both internal & external) to aim for a high level of customer service.
How you will do it
As a Customer Service Advisor you will manage all inbound and outbound telephone activity, providing cover for all areas within the UK and utilise the bespoke computer system for planning & tracking purposes. You will maximise engineer productivity through optimising the utilisation of available resource, ensuring diaries are fully booked and correct hours are assigned for all work, including sub contract labour. You will ensure the material ordering in a timely manner for customer visits, liaising with third party providers to ensure lead times are understood and agreed with the customer.
In order to carry out duties effectively our advisors are excellent communicators and are required to maintain effective relationships with colleagues, engineers, field line managers, sub-contractors and operations/logistics teams as well as customers.
What we look for
To be successful you will have experience in customer service and excellent communication skills. You will be experienced in problem solving and conflict resolution and be confident at decision making.
The successful candidate for this role will be able to work on their own initiative, take ownership of tasks and have a strong customer focus. While not essential it will be a distinct advantage to have diary planning or scheduling experience.