The role

• Handling customer queries both telephone and email in a timely and accurate manner to meet contractual SLA’s.
• Managing a team of multiple engineers and regular partners to conduct reactive service calls and preventative maintenance visits in an efficient manner.
• Categorise and resource the correct engineer for reactive calls based on skills set and proximity to work location
• Contact clients to book service visits taking into account specific job and access requirements
• Responding to internal emails promptly and efficiently
• Raising and sending orders for required equipment as requested by engineers to complete fault calls
• Producing Client dashboards weekly/monthly
• Perform all duties professionally, promptly, and efficiently
• Act as an ambassador for the company

Competencies 

• Excellent communication skills – both written & verbal
• Computer literate with good knowledge of MS Office applications especially Excel and similar
• Excellent time management and organisational skills
• Team player who is willing to learn and drive initiatives forward
• The ability to work under pressure and meet Customer SLAs is essential
• Ability to prioritise workload.
• Calm under pressure
• Desire to provide a good level of service to our clients
• Knowledge of UK geography

Profile 

Customer service experience is desirable, the successful candidate must be enthusiastic, willing to learn and have a positive approach. The role will suit someone who is team orientated, self-motivating and success-driven.