Customer Service Centre Agent (FTC)

To work as part of the Customer Service Centre Team providing varied customer and field engineer support. To complete the administration and interface between the Service Centre, field engineers and customers through both the effective handling and logging of appropriate calls. In addition, provide telephone support for customers requiring service and advice, attempting to resolve faults via telephone to reduce the need to send engineers to site where possible. This includes the efficient and effective planning and scheduling, communication, and follow-up of workload for engineer to deliver agreed customer service levels, whilst maximizing utilisation and productivity of the field workforce. This position is a Maternity Cover on a fixed-term contract for 12 months, it could lead to a permanent role.

Key Responsibilities

• To receive and record all service requests and escalations from designated customers through various methods such as calls, e-mails.
• To identify and retrieve appropriate customer records and log requests for customer service on the computer system including verifying all details and identifying where possible the appropriate symptom code and product guideline.
• To maintain the customer service interface and client relationships by providing professional telephone and email assistance and resolving faults over the telephone for appropriate customers and service partners.
• To record any customer complaint which is reported to the job holder and to escalate the situation to the Customer Service Centre Manager and/or team leader.
• Identifying and escalating calls that are at risk and likely to fall outside the service level agreement, at the earliest opportunity.
• To understand the scheduling process and identify methods of continuously improving the level of customer service.
• Where applicable, schedule and control the field engineer resource as required during out of hours service.
• Undertake any administrative function and training that may be required by the management to support the effective operation of the Service Centre.
• Maintain appropriate product range knowledge and identify improvements that may be required to increase phone fix KPI.
• Provide technical assistance on machine problems to all Field Service Engineers.
• Driving improved performance and productivity of field service engineers through the effective utilization of resource, and by ensuring that the correct skills and equipment are scheduled for every call.
• Using the scheduling tool to drive overall Engineer performance whilst delivering to Service Level Agreements.
• Prioritising and effectively allocating calls in line with customer Service Level Agreements and specific customer orders.
• Ensuring that every field Engineer has PMs to complete daily, and that PMs are used to deliver an increased number of jobs per engineer per day, adhering to the monthly PM run rate and controlling any overdue.
• Attending any required departmental review meetings and reporting performance and issues affecting performance focusing on the key indicators of Utilisation, Effectiveness and Productivity, and reviewing issues impacting performance at CM, PM and SLA level.
• Identify issues impacting on performance within the Engineering resource, at both an individual engineer and team level, and keeping a record through the issue log process, identifying, and suggesting possible solutions.
• Other duties as necessary, the above list is not fully inclusive.

Skills, Knowledge & Expertise

• Education Level: G.C.S.E's or equivalent desirable.
• Applicants should have a good level of computer literacy and a good understanding of windows-based applications.
• Interpersonal and communication skills.
• Good analytical and decision-making skills.
• A positive mental attitude with a ‘can do’ approach.
• A team player that is capable of working under their own initiative.
• Can organise and follow processes.

Job Benefits

• 25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days.
• Competitive company pension scheme.
• Ongoing training and development.
• Private medical insurance for all employees (enhanced membership can be purchased for other family members).
• Dental insurance for all employees.
• Life assurance.
• Income protection scheme.
• Employee assistance programme.
• Employee Wellbeing events and Mental Health First Aiders.
• Employee My Benefits portal offering extensive retail discounts.
• Free office parking.