Job Title: Customer Service Representative

Location: Glasgow Head Office

Contract: Permanent | 35 hours per week

Working Pattern: Nightshift | 4 on 4 off | Rotation between 9:30pm - 07:30am

Salary: £27,675 37 per annum

Job Purpose:

• To answer inbound calls and make outbound calls in a professional manner

• Monitor and manage jobs and calls with a high focus on response times and operational performance
• Oversee jobs management, parts ordering and asset and PPM functions

Key Accountabilities:

Safety

• To ensure that all activity compiles with Health & Safety policies

People

• To ensure company policies and practises are followed and delivered consistently
• To read and understand Company People Policies and Guidelines in particular guidelines for reporting in sick, scheduling holidays, dress code and timekeeping Ensure pass and name badge are worn at all times whilst within the call centre
• Action any corrective actions highlighted in performance reviews and 1-1’s with your direct line manager

Excellence

• To take ownership of customer queries – end to end
• To ensure the accurate input of data and the completion of all relevant fields throughout each call
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team

Service

• To arrive at the appropriate time before start of shift, log into phone system and to be ready to answer calls at allocated start time
• To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines
• To be multi skilled across all Helpdesk functions including helpdesk, OSS, Asset and PPM
• Liaise with suppliers on City Tech parts orders and equipment hire
• Update asset information within Mercury
• Manually assign and updated PPM jobs
• Be able to help field teams with any query on jobs, PPMs, parts, quotes and assets and escalate where required
• Log incident requests from stores with a high level of detail to ensure notifications to the Senior Leadership team within City and partners are accurate
• To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem
• Provide the best possible customer service while on the phone to M&S or City
• Ensure jobs are accepted and an ETA is provided in a timely manner, which will help in the management of the response KPI
• Maintain a responsible amount of admin time – to wrap up calls or queries
• Ensure any corrective actions are picked up and managed at the direction of your team leader
• To manage after call activities to effectively manage workload and service levels
• Strive to achieve agreed service levels at all times
• To approach your Team Leader with any issues or problems that may arise
• To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues
• To ensure effective written and verbal communication of all relevant information pertinent to the role
• To visibly demonstrate enthusiasm and positive behaviour
• To own and display City values, respect and value others

Integrity

• To comply with any other reasonable request from the Services Management Team

Knowledge Skills and Abilities:

• Previous experience of Helpdesk/call centre
• Strong PC literacy, with experience using FM & telephony systems
• Strong communication skills, both written and verbal
• Strong results focus
• Effective problem-solving and decision-making
• Able to motivate self and others
• Flexible approach to working hours

Behaviours:

Safety

• we keep our people and customers safe every day
• Do the right thing and work in the City way, the safe way
• Consider others in how we perform our roles

People

• we put our people first, treat each other with respect and work as a team
• Actively listens and treats others with respect
• Be clear, concise, timely and accurate in communication
• Respects individual and cultural differences
• Be authentic and be yourself