The right person will support customers in the delivery of planned maintenance and remedial work to maintain their fire safety systems. To provide high standards of customer service to all customers through the effective use of processes and systems, measured against agreed KPI's and in line with company Vision and values.
* To provide customer service excellence with all contacts through all relevant channels - email, phone, customer portals and inhouse management system .
* To work collaboratively with other business functions to ensure high customer service is consistently delivered. E.g. liaising with other departments within the business.
* To deliver efficient scheduling of engineers to ensure we meet the requirements of our Customers Service Level Agreements - planning and organising work for engineers consisting of service level PPM's, remedial works, call outs and relevant training days.
* To ensure individual performance actively contributes to the achievement of the agreed key performance indicators of ppm fulfilment, reactive response, and corrective measures in line with LPC requirements
* Prioritise tasks and workload on a day-to-day basis.
* To accurately manage individual customer portals (uploading certificates, job cards and quotations).
* Adhere to policies and procedures relating to Health &Safety and Quality Assurance. Issuing RAMS for PPM and remedial works.
* Monitoring collective Service Delivery inbox and actioning any inbound queries or callouts.
* Actively making outbound phone calls to engineers and clients and in turn receiving inbound phone calls.
* Ideal candidate will be able to work well under pressure and in a fast-paced reactive environment
Salary description
£25000.00 - £30000.00 per year