Service Centre Agent

Full Time positions available in our Galashiels Service Centre on a permanent basis

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Salary:
Competititve
Location:
Galashiels
Status:
Permanent
Hours:
Full Time (37.5 hrs)
Closing date:
27 April 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.

Description

Founded and based in the Scottish Borders, QubeGB operates nationwide, covering 98% of the UK. QubeGB's vision is to be the service provider of choice for field engineering and managed services to the telecoms and the ISP industries by bringing together best practices and technology with a fully trained and customer focused workforce.

Service Centre Vacancies Available:

 2 x Full Time (Permanent)

 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. 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 engineer’s 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

 Please apply by sending your CV to recruitment@qubegb.com

 Closing Date: 27th April 2018


Key Responsibilities

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 engineer’s 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


Essential skills

  • Customer service experience
  • Basic IT skills including Microsoft Word, Excel and Outlook
  • Excellent attention to detail
  • Be proactive and take ownership of your workload
  • Ability to multi-task over multiple phone lines and juggle this with admin work
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