Job Description

Customer Support Advisor

Purpose of the role:
Under the direction of the Customer Support Centre Manager and team senior, assist with all aspects of processing of work orders that are received from the clients under your control and to ensure that Customer Service is maintained, developed and improved.

Job Specification
Line Responsibility: The position will report through the existing Customer Service management structure.

Salary: Starting at National Minimum and will go up after probationary period

Hours of Duty: 40 hours per week - Normally 8:30am to 5:00pm

The role will require flexibility within the core department hours of 7.30am to 8.00pm, inclusion on the weekend overtime rota is required. Other overtime is on a voluntary basis but flexibility and cooperation will be required to ensure that the needs of the business and client service levels are maintained.

Holidays: 21 Days per annum + 8 Days Statutory
Additional days entitlement will be accrued based on length of service. This is in line with the companies standard "Contract of Employment".

Job Description

Criteria / Skills
The role requires a number of skills which are desirable though not essential.
a. Customer Service and telephone skills.
b. Good working knowledge of excel spreadsheets
c. Organised and the ability to work under pressure and to timescales
d. Logical and methodical thinker.

Key Responsibilities:

The core tasks involved in this role are outlined below
" Logging incoming jobs onto the system.
" Allocating the appropriate engineering resource to those jobs.
" Progress chasing jobs to ensure work is completed in the time frame requested
" Updating job notes and details with progress notes on the system
" Costing and gaining client approval for cost uplifts when appropriate
" Progress chasing outstanding recalls for each client
" Closing jobs down on the system upon completion
" Raising client quote requests as required
" Completion of quotes and gaining the appropriate approval prior to issuing to the client.
" To assist in the completion of the above tasks for other clients as and when the needs of the department require it.

These tasks are achieved through:

- Answering incoming calls received from customers, sub-contractors, colleagues and any other parties in relation to our client.

- Making outbound calls to customers, sub-contractors, colleagues and any other parties in relation to our client.

- Ensuring that all customers are briefed regarding the process of individual works in line with the companies processes and procedures.

Other responsibilities are:

- To achieve and maintain the standards, targets and performance levels set for the department.

- To actively develop the relationship between yourselves and the client and provide regular feedback to account managers and the wider management team as required.

- To carry out any other reasonable task as requested by the Helpdesk Manager to ensure that all works orders are completed satisfactorily.