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Recovery Call Handler - (Resource Utilisation Monitor)

  • Location:

    Croydon, Surrey

  • Sector:

    Contact Centre

  • Job type:


  • Salary:

    Up to £22440 per annum + 1k Annual Bonus

  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    11 months ago

  • Expiry date:


  • Startdate:


Job Description

Job Title: Recovery Coordinator - (Resource Utilisation Monitor)
Salary: £22,440 plus £1,000 annual bonus
Location: UK-Surrey-Croydon
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.

Resource Management/Monitoring
" 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.
Ad-hoc duties
" 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
Special Skills
" 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


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