Area Dispatcher - Longforgan, United Kingdom - TSG UK Solutions Ltd

TSG UK Solutions Ltd
TSG UK Solutions Ltd
Verified Company
Longforgan, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Scope and Range
***The Retail Helpdesk is responsible for the provision of service maintenance to Forecourts across the UK.

  • Receiving and logging all service requests into our database
  • Obtaining all necessary information and allocating appropriate response to calls
  • Provide 1st line support to customer
  • Level 1 escalation for complaints
  • Successfully control and coordinate site visits for field based engineers
  • Management of interventions until successful conclusion for customers

Key Responsibilities:


  • Log and, where applicable, deal with customer queries and complaints
  • Accurately update customer databases ensuring prompt and accurate information is captured
  • Liaise with customers' site staff to effect immediate resolution to faults
  • Manage Service Requests through to completion
  • Updating customer databases
  • Controlling and coordinating of daily workloads for field technicians to ensure maximum efficiency and utilisation of resources while maintaining successful service level agreements and customer satisfaction
  • Manage Engineer appointments & annual leave
  • Completion of daily/weekly and monthly reports
  • Daily administration as directed by call Helpdesk Manager

Communication and Relationships

The post holder is required to:

  • communicate with staff who have a different agenda
- exercise tact and diplomacy when requesting information from a range of customers to fulfil duties
- overcome communication barriers with people where English is not their first language or where people have a mental/physical disability.


Knowledge, Training and Experience Required
***- Good communication skills (particularly verbal)

  • Able to deal tactfully with a wide variety of people
  • Good organisational & time management skills
  • Proven ability to multitask
  • Successful working as part of a team
  • Good understanding of Microsoft packages i.e. Outlook, Excel, Word
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