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Contractor Coordintaion Team

Location: SWINDON, WILTSHIRE Salary: 18750 - 18750 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 9 months ago Reference: 3084469
An exciting opportunity has arisen for experienced customer service professionals to join a business at a time of growth. You will have exceptional organisational skills and be able to deliver service excellence within a high compliant environment.

Working on a commercial client contract you will be the first point of contact  escalations from the help desk advisors, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the escalation.

the customer  and will take ownership of the issue to ensure the SLA is adhered to and achieve first call resolution. You will be responsible for the co-ordination of customer service requests out to the supply chain and chasing progression of the work orders.

You will ensure all incidents are reported and that all works are scheduled efficiently and completed within appropriate time frames.

- To achieve effective and efficient resolutions, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
- To accurately record all information necessary to resolve reported service requests, incidents and complaints, including full and complete log notes of all contacts and accurate classification.
- Liaise with the Quantity Surveyor team regarding quote issues
- Liaise with Information Management team to support to resolve system queries
- Be a system and contract “super-user”
Administer the “REJECTDUP and REJECTOOS” work orders.
- Monitor supplier outstanding work order and SLA reports and collaboratively work to reduce outstanding items
- To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
- To take action to keep up to date with changes to the contract and sharing information learned within the team
- To handle and actively resolve any customer issues according to the customer complaints process

Previous experience of working within a call handling customer service role
Experience of balancing the demands of clients, internal stakeholders and suppliers.
Able to analyse, investigate issues in order to achieve efficient resolutions
Strong relationship management
Able to think proactively and have the ability to multi task

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