Customer Service Advisor, Part Time - 25 hours per week

Recruiter
Oakray
Location
Enfield (City/Town), London (Greater)
Salary
£11 per hour
Posted
15 Dec 2021
Closes
15 Jan 2022
Contract Type
Permanent

Oakray has been providing buildings support to local authorities, social landlords, NHS trusts and private sector clients for over 40 years. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to our commercial and domestic clients, with whom we have developed longstanding partnerships.Oakray has been providing buildings support to local authorities, social landlords, NHS trusts and private sector clients for over 40 years. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to our commercial and domestic clients, with whom we have developed longstanding partnerships.

To be part of a call centre team acting as first point of contact to receive work from clients, update work management systems and allocate workstream

  • To be responsible for all jobs raised within the contracts and monitor all jobs for KPI management checks, ensuring that all jobs are attended to within time, completed within time and that all corresponding paperwork and reports are prepared and available for invoicing
  • To review jobs received during the working day and allocate accordingly to Engineers
  • To review outstanding jobs with reference to specified response times, evaluating the nature and importance of the instructions, ensuring that calls are responded to with reference to both the importance of the works and the contractual response times and updating clients where necessary
  • To enter into the “Contract Diary” relevant information of appointments made for engineer attendance/response in order to maximize attendance within response times whilst minimizing standby and travelling time
  • To check engineer’s paperwork/PDAs to ensure written details match those reported and to ensure that the engineer’s documentation is correct and accurate and scan any reports to the job, update client including any quotes if required
  • To record details of conversations or other forms of communication regarding jobs to provide an audit trail of actions taken
  • To record any site-specific information received, and to ensure that any relevant details already held are reviewed and acted upon when allocating jobs
  • Where necessary to raise and allocate specialist sub-contractors, giving response, completion and access details, and other relevant information, to ensure compliance with Client requirements
  • To chase sub-contractors for engineer reports within the expected time frames, upload on to system and update the client including any quotes if required
  • As and when required, compile contract data and associated client correspondence reports
  • To provide administration support to electrical contracts managers as and when requested
  • To use the client’s database in order to raise jobs on our works management system, update information and request target extensions
  • To compile completed jobs and update spreadsheets ready for financial evaluation.
  • Any other duties as reasonably requested

The ideal candidate 

  • Have experience working in a busy and fast paced call centre
  • Have previous experience working with clients, engineers and dealing with tenants
  • Have a confident telephone manner
  • Demonstrate typing & Talking skills to best manage flow of calls and minimum use of make busy
  • Deliver excellent customer service
  • Be able to cope with a demanding, high volume of calls
  • Have strong communication skills
  • Use multiple systems
  • Manage a high volume of emails in a timely manner, delivering targets and KPIs
  • Be a good team player
  • Have a positive and flexible approach to work
  • Have the ability to multi-task, plan and prioritise their work in order to meet targets and deadlines
  • Have good problem-solving skills
  • Due to location of offices have a full UK driving licence/car

Essential Qualifications/Skills

  • GCSES or equivalent/relevant experience
  • Excellent IT Skills
  • Good knowledge of Microsoft Excel/spreadsheet 
  • 21 days holiday increasing by 1 day every 2 years’ service up to a maximum of 25 days, plus statutory days (pro rata)
  • Pension scheme – Auto enrolment
  • Employee Assistance Programme
  • Life insurance
  • Employee Referral Scheme
  • Staff Discounts

You will be part of a friendly and busy team.

You will receive excellent training and support in this role and there will be plenty of scope to improve and enhance your current abilities. In addition, as the company continues to grow there are

plenty of opportunities for career progression and advancement. Oakray is a company that recognises individual talent, encourages professional development and rewards success.

If you believe that you have the talent, energy and spirit and are eager to learn, then we want to hear from you

  • 3-month probationary period
  • Hours: 25 (10am – 3pm Monday to Friday)
  • Paid monthly via bacs
  • We are an equal opportunities employer

 

Similar jobs

Similar jobs