Call Advisor - West Yorkshire, United Kingdom - Resourcing Group

Resourcing Group

Verified Company

West Yorkshire, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Resourcing Group are currently looking for Call Advisors based in LS11.

30 hours each week on a shift basis covering alternate weekends. Must be flexible and work on own initiative. WORKING FROM HOME AFTER TRAINING 8AM TO 5PM MONDAY TO FRIDAY MAX 2 WEEKS IN THE LEEDS OFFICE
This is a 6 month contract.

SPECIFIC DUTIES AND RESPONSIBILITIES

Responsibilities

Prioritise requests in line with policy agreed with the Council to ensure that customer requirements are met.
Triage the customer requests in accordance with company processes to identify the most appropriate dispatch approach, e.g. raising a works order for later dispatch, referring the request to the subcontractor management team or referring the request to another internal or external owner.
Assisting customers with requests already in progress providing updates on status of works or referring the request as appropriate, recording this on Impact for audit purposes.
Ensuring that all customer and internal interactions are recorded on Impact in accordance with processes so that there is a full and complete audit trail of all communications as required by contract.
Receive and record customer complaints, assisting the customer where possible to resolve the complaint immediately but escalating/referring as appropriate in accordance with processes.
Escalate requests and calls as appropriate to ensure enquiries are dealt with promptly.
Produce information and reports from Impact as and when required.
Carry out administrative tasks for the Helpdesk and Planning function, to ensure that systems are up to date, all relevant documentation is completed or report submissions are completed.
Maintain a familiarity with the estate, a broad understanding of the services provided by the partnership and an awareness of the contract to ensure that a highlevel of customer service can be provided.

Resourcing Group is acting as an Employment Business in relation to this vacancy.