Service Centre Agents (Full Time & Part Time) Vacancy

As a Service Centre Agent you will be responsible for ensuring that our engineers successfully complete jobs daily to reach completion rate targets and assist with closing jobs down correctly to allow for accurate billing. Reporting directly to a Service Centre Team Manager, the Service Centre Agent will communicate regularly with our Customers, Client Contact Centres, Engineers and Area Operating Officers throughout the UK via both inbound and outbound service calls. The Service Centre Agent will be allocated to a Sub Region via our CRM and will be responsible for all engineers within this Region through various processes such as Start My Day, Time Slot Adherence, Engineer Utilisation and End My Day. They will review all jobs complete by their Engineers to ensure the forms match the action undertaken on site, that all stock is recorded and that notes and signatures are captured. If any information is missing they will liaise with the engineer to capture this. Service Centre Agent's will also react to issues as they arise and take corrective action, this might include updates to customers or escalation to Area Operating Officers. Finally to ensure we are delivering outstanding customer service we will call customers after their appointment to check our quality of work. This is a busy team, building rapport between themselves and Engineers is crucial to the success of the business and will rely heavily on teamwork to achieve results. Include but are not limited to: • Full training will be supplied on all Qube GB systems • Deliver outstanding customer service to our clients • Provide key support to our Engineers and Area Operating Officer’s • Manage the engineers day efficiently • Multi-task over multiple phone lines and juggle this with admin work • Proactively update Customers and Engineers when issues are identified • Have good attention to detail when checking forms associated to each job • Take ownership of the tasks allocated to them daily, escalating problems where necessary • Ensure any failed appointments are utilised as top up’s, keeping our failures below target • Dynamically move workload between engineers in the team • Call customers post visit to determine the levels of customer service provided If interested, please email CV and Cover Letter to hr@qubegb.com Closing date 15 Oct 2017

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Salary:
Location:
Galashiels
Status:
Full Time and Part Time
Hours:
variable
Closing date:
15 October 2017

Summary

As a Service Centre Agent you will be responsible for ensuring that our engineers successfully complete jobs daily to reach completion rate targets and assist with closing jobs down correctly to allow for accurate billing. Reporting directly to a Service Centre Team Manager, the Service Centre Agent will communicate regularly with our Customers, Client Contact Centres, Engineers and Area Operating Officers throughout the UK via both inbound and outbound service calls. The Service Centre Agent will be allocated to a Sub Region via our CRM and will be responsible for all engineers within this Region through various processes such as Start My Day, Time Slot Adherence, Engineer Utilisation and End My Day. They will review all jobs complete by their Engineers to ensure the forms match the action undertaken on site, that all stock is recorded and that notes and signatures are captured. If any information is missing they will liaise with the engineer to capture this. Service Centre Agent's will also react to issues as they arise and take corrective action, this might include updates to customers or escalation to Area Operating Officers. Finally to ensure we are delivering outstanding customer service we will call customers after their appointment to check our quality of work. This is a busy team, building rapport between themselves and Engineers is crucial to the success of the business and will rely heavily on teamwork to achieve results. Include but are not limited to: • Full training will be supplied on all Qube GB systems • Deliver outstanding customer service to our clients • Provide key support to our Engineers and Area Operating Officer’s • Manage the engineers day efficiently • Multi-task over multiple phone lines and juggle this with admin work • Proactively update Customers and Engineers when issues are identified • Have good attention to detail when checking forms associated to each job • Take ownership of the tasks allocated to them daily, escalating problems where necessary • Ensure any failed appointments are utilised as top up’s, keeping our failures below target • Dynamically move workload between engineers in the team • Call customers post visit to determine the levels of customer service provided If interested, please email CV and Cover Letter to hr@qubegb.com Closing date 15 Oct 2017

Description

As a Service Centre Agent you will be responsible for ensuring that our engineers successfully complete jobs daily to reach completion rate targets and assist with closing jobs down correctly to allow for accurate billing.
 Reporting directly to a Service Centre Team Manager, the Service Centre Agent will communicate regularly with our Customers, Client Contact Centres, Engineers and Area Operating Officers throughout the UK via both inbound and outbound service calls.

The Service Centre Agent will be allocated to a Sub Region via our CRM and will be responsible for all engineers within this Region through various processes such as Start My Day, Time Slot Adherence, Engineer Utilisation and End My Day. They will review all jobs complete by their Engineers to ensure the forms match the action undertaken on site, that all stock is recorded and that notes and signatures are captured. If any information is missing they will liaise with the engineer to capture this.

Service Centre Agent's will also react to issues as they arise and take corrective action, this might include updates to customers or escalation to Area Operating Officers. Finally to ensure we are delivering outstanding customer service we will call customers after their appointment to check our quality of work.

This is a busy team, building rapport between themselves and Engineers is crucial to the success of the business and will rely heavily on teamwork to achieve results.

Include but are not limited to:

• Full training will be supplied on all Qube GB systems
• Deliver outstanding customer service to our clients
• Provide key support to our Engineers and Area Operating Officer’s
• Manage the engineers day efficiently
• Multi-task over multiple phone lines and juggle this with admin work
• Proactively update Customers and Engineers when issues are identified
• Have good attention to detail when checking forms associated to each job
• Take ownership of the tasks allocated to them daily, escalating problems where necessary
• Ensure any failed appointments are utilised as top up’s, keeping our failures below target
• Dynamically move workload between engineers in the team
• Call customers post visit to determine the levels of customer service provided
 If interested, please email CV and Cover Letter to hr@qubegb.com

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