Job Reference: BBBH38326
Job Duration:
Start date: ASAP
Description:
Concept Resourcing are working in partnership with a leading global manufacturer in our search for organised and enthusiastic Customer Service focused individuals to join the Resource Coordination department.
This role is ideally suited tocustomer facing individuals from either a hospitality setting, a remote customer care / call centre background or individuals from any background who are passionate about delivering fantastic customer care and can demonstrate an ability to multi task whileworking in a fast paced environment.
Applicants must be able to work autonomously, make quick but well informed decisions andbe able to build a rapport with varied team members.
Main Purpose of Role:
To Optimise and maintain working areas for a team of Field Service Engineers ensuring that the business is delivering against service level targets
To manage tasks efficiently to improve and maximize the field teams productivity
To handle inbound telephone calls / Emails from Field Service Engineersand other parts of the business to support in delivering the right customer journey
Job description:
* To ensure that allareas are covered with the right engineers to deliver a consistent service level across all brands and skills, including areaswhere engineers are absence or limited. So that the contact centre are able to book appointments in all territories within a reasonable time frame.
* To ensure that all areas are maintained on a rolling 7 days and to forward plan the working areas so allFSE's receive the correct workload and allocation with the lowest possible service level/ unallocated time.
* To identify reasons for poor FSE utilization/SOS levels and make recommendations to the regional planner / Assistant planning manager to implement a long term solution.
* To Ensure that the correct workload balance field engineers are maintained in accordance with thefield model
* To Ensure we explore all possibilities of allocating work to alternative FSE in the event of a problem/ rebooking of an appointment to help keep customer loyalty and trust. Where this is not possible aim to offer additional service to restore customer faith.
* To respond to telephone calls/ Emails from FSE/ Internal in a warm and professional manner.
* To ensure all escalations are actioned within SLA and the right steps are taken to resolve the issue and implement action where needed to prevent further occurrences.
* To work and communicate with other Area Planners in your region to drive results across the region to support in delivering the above whilst communicating with Regional Planner and Assistant planning manager.
Requirements:
* Proficient in MS Excel, Word, PowerPoint
* Strong mathematical, analytical, communication, and organisation skills* Knowledge of contact centre fundamentals
* Adaptability to multi-task and work towards challenging objectives
Industry: Admin and Secretarial
Salary: Up to £20500 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jodie Turberfield
Website: -
Direct Application URL: -