Job Title: Recovery Coordinator - (Resource Utilisation Monitor)
Salary: £22,440 plus £1,000 annual bonus
Hours: 35 hours per week, on a shift basis Monday to Sunday between 06.30am - 10.00pm hrs, including Bank Holidays. These hours may be subject to change in line with business needs. You will be given due notice of any changes.
Overview: To monitor the allocation of technician and agent resources in order to maximise resource utilisation and therefore minimise external costs.
Would you like to work for a reputable and global organisation in a fast paced but rewarding environment?
Who would be an ideal candidate for this role?
The ideal candidate for this position would be self-motivated individual with strong organisational skills who can work well under pressure, take control and think outside the box. Call centre, telephonist or switch board operator experience would be ideal.
" To investigate alternative resource options for assistances when an internal solution is not offered automatically.
" To intercept assistances where the system selected resource is not deemed to be the most appropriate on the basis of technical competence, ETA or customer situation.
" Re-allocation of resource must be actioned in a logical, prompt and cost-effective manner.
" To ensure workloads are monitored in real-time and service standards are maintained.
" To escalate matters of concern, arising from real-time resource management, to the most appropriate Technical Services or Team Manager.
" To maintain control over geographical deployment, deferring Technical decisions to the Technical Team Managers.
Call and File Handling
" To handle all outbound calls to technicians as required politely and efficiently.
" To handle all resource management related calls transferred by Motor Operations staff in a prompt and professional manner.
" Assume responsibility for assistance files throughout the interception /investigation/reallocation process. Upon completion, ensure the assistance is returned to Motor Assistance Operations for the continuation of the file management process.
" To assist as and when required with other team duties including the organisation of recovery and hire cars.
Fault Reporting and Follow up
" To flag any suspected or known MTD fault to the relevant parties, following the correct procedures.
" To carry out any other duties as reasonably requested by the Operations Manager
" Good standard of general education
" English Language GCSE A-C or equivalent
" Compliance with the AP UK dress code and personal appearance at work policy
" Excellent geographical knowledge of the UK
" Organisational and problem-solving skills
" The ability to effectively communicate at all levels both verbally and in file notes
" The ability to recognise and deliver excellent customer service
" Understand the commercial impact of utilisation performance
" Proactive, quick thinking, flexible and adaptable to changing situations
" Excellent communication and interpersonal skills
" Responsible and confident approach to tasks
" Quality focused
" Full UK Drivers Licence
" Having a keen interest in the Automotive industry