- Logging calls from customers in a timely fashion, with appropriate behaviours
- Logging the information correctly in the system
- Allocating service calls via Advantage to our internal engineers.
- Booking service calls via Advantage/One Click to third party suppliers.
- Juggling the workload throughout each day to ensure that the high priority calls are attended as and when they come in.
- Accountability for SLA achievement across the customer base
- Call and email logging to be carried out in a timely manner to support with SLA achievement.
- Dealing with any customer queries efficiently and effectively
- Proactively filling out the customer updates to ensure that the customer has visibility at all times with what is happening with their service calls and when we will be attending.
- Building relationships with engineers to ensure the smooth running of all internal processes.
- Liaising with subcontractors to ensure that we have the required paperwork from them in a timely manner. Escalate any issues with this as required.
- Driving customer service in every interaction always thinking of exceeding their expectations
- Ensuring engineers are fully briefed of the works with accurate job notes.
- Managing client expectations with any delays in attendance
- Completing relevant RAMS to ensure that the engineer will not be turned away from site on arrival to site.
- Booking in PPM's with the customer in advance, documenting agreed dates to prevent any issues further down the line.
- Ordering parts and assigning to the appropriate engineer resource for a timely attendance
- Supporting the Account Management Team with customer updates
- Keeping the client informed of expected attendance time and dates (via phone, email and portals) - accepting calls on all customer portals to ensure that they receive the desired level of communication
- Working closely with the Engineering Manager to make sure technical issues and escalations are resolved in a timely manner.
SKILLS/KNOWLEDGE
- The ability to have positive interactions with engineers / co-workers to drive the best results for the business.
- Experience with managing customer expectations in a busy, KPI-led environment (essential)
- The ability to work with initiative to ensure the best possible experience for our customers.
- Ability to manage the workload effectively and efficiently and prioritise as needed in order to meet deadlines (essential)
- Exceptional written and verbal communication that can be delivered to customers and co-workers.
- The ability to foresee issues and prevent their occurrence.
