Job Description
Key purpose of job:Key interface with the customer, planning and making customer appointments. Assist with scheduling and planning. Analysing SAP and Click data in order to provide feedback to key stakeholders. Keeping our customers informed through proactive contact.Accountabilities & activitiesThe key areas of responsibility include, but are not limited to:Key accountability 1: Make appointments with the customerapprox. % timeIdentify customer specific or auto schedule jobs and liaise with the customer using the most appropriate communication method to confirm the appointmentDeal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolutionUpdate the system with details of appointments.Pick up any new work required and make appointmentsPick up messages from the answer-phone and make outbound calls.Assist with the management of repeat contacts and chases.70%Key accountability 2: Analyse dataAnalyse data from Click/SAP in order to provide performance management feedback to a number of stakeholders.Analyse data in order to provide statistics for use in demand and resource planning.Provide information to ensure jobs are managed within LOS.20%Key accountability 3: Assist with scheduling and planningAssist with scheduling and planning during peak periods and help cover for holidays and sickness.10%Typical Problem Areas/Issues Faced in Job Typical Problem Areas/Issues Faced in Job:Effective team working in a busy environment with many interfaces to differing parts of the business.Working through a period of cultural change.Communicating effectively with customers (internal and external) in very difficult situations, managing the customer’s expectations and fulfilling promises made regarding work completion.Balancing the work to the CSRs to ensure we gain maximum efficiency.Providing accurate forecasts for demand and resource planningKeeping up to date with new technology and new processes.Qualifications, skills, knowledge & experience (relevant to job):Educated toGCSE standard or equivalentExperience in a customer service environment particularly with experience of dealing with customers over the phone.An understanding of the metering processes.Excellent IT and keyboard skillsExcellent interpersonal, analytical and customer service and communication skillsAble to show initiative, working on own or as part of a team.Will need to be able to work flexible working hours.SAP and Click skillsAmbitions Personnel
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