Customer Services Operative

3 days left

Swift Fire & Security
Salford Quays, Manchester
£18000 - £20000/annum Pension, Death in Service Scheme
23 Jul 2017
22 Aug 2017
Contract Type
Full Time
Job Title: Customer Services Operative
Position Reports to: Customer Service Supervisor
Based at: Salford Quays, Manchester

Job Purpose Summary

To provide call handling for the companies client base. Qualifying and logging client fault calls in line with
contracted SLA’s. Requires excellent customer service over and above customer expectations and to be
professional at all times.

Key Responsibilities & Accountabilities

The Role & Responsibilities

• Retrieve all telephone and e-mail messages, ensuring that they are responded to accordingly
• Logging corrective calls from phone calls received by nominated accounts, and liaising with ASM for
• Dealing with specific account contracts
• Produce client specific maintenance schedules
• Update client portals and helpdesks in line with specific account instructions
• Receive, assist and resolve any account relevant customer complaint and escalate if necessary to line
manager whilst keeping relevant account manager informed
• To work together with Area Managers to ensure all deadlines are met and KPI’s achieved.
• Sending of all RAMS where necessary
• Book in all relevant sites in coordination with the Area Managers.
• Processing of orders to ensure all work is carried out and invoiced
• Daily database management
• Pricing , inputting and invoicing paperwork on a daily basis
• Chasing information as and when required
• Responding to Invoice queries and raising credits

Person Specification

The ideal candidate will have the following skills and experience:

• Scheduling / Dispatching Experience
• Good telephone manner with colleagues and customers
• Excellent communication skills
• Ability to work in a team and on own initiative
• Previous customer service experience
• Attention to detail
• Be respectful to others – Customers, Colleagues, Managers, Directors
• Excellent time management skills
• Self motivated