Call Centre Agent - Denton, United Kingdom - Nationwide Transport Breakdown Services Ltd

Nationwide Transport Breakdown Services Ltd

Verified Company

Denton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Call Centre Agent / Control Room Operative

Job description

A leading Breakdown and Recovery Company based in Denton, Manchester is looking for a Breakdown controller/Control Room Operative to cover their day shift.

This is based on a working 12 hour shifts or 4 shifts a week.

The schedule is Monday to Sunday and is days.

For the first 3 months of your employment you will be trained on day shifts and paid at minimum wage for this period.

The Breakdown controller/Control Room Operative will be the first point of contact for customers with vehicle breakdowns and will determine the most cost effective route for repair HGV mechanical knowledge & UK Geographic knowledge would be beneficial but not essential.

The duties will include:

Offer front line customer support following a breakdown or defect
Allocate calls and resources to ensure that all calls and tasks are attended by the appropriate Engineer in contracted/targeted timescales to comply with agreed Service Level Agreement (SLA's) and Organizational targets
Ensure Customers are regularly informed of call progression/ development through to satisfactory resolution
Ensure that the necessary processes, procedures, and engineer work instructions are understood and are followed thereby providing a consistent and professional service to the client
Booking jobs onto the inhouse computer system
General administrative duties as required such as raising and taking calls, monitoring of Call Management through the inhouse telephone system, inputting of data onto the inhouse computer system ensuring accuracy of records, procedures and documentation
Raising customer invoices
Call Management for external companies whilst they are closed Key Account abilities
Customer satisfaction and call response times within guidelines
Incident management, meeting agreed time frames for repairs
Adhering to all processes and procedures
Accurate and up to date records Applicants must be able to demonstrate
Business standard IT skills, including Microsoft Office
Possess the ability to log calls and distribute breakdown information
Excellent communication and customer care skills
A good standard of written and spoken English
A tenacious, enthusiastic, and flexible disposition. Some prior experience with call handling/customer service, engineer allocation, customer management
Good selfstarter with the ability to multitask
Ability to work well under pressure in a busy environment
Ability to work well as part of a team, and also on their own when required
Be a wellorganized individual with excellent time management and prioritization skills