Service Operative

Job Description

Service Operative£25,000 - (OTE £30,000) + attendance related bonus South Leeds (Shift pattern days & nights (4 on / 4 off) - 7am/7pm & 7pm/7am. Any weekend & night shifts are worked from home.)*Must be able to pass a DBS & Credit Check*The ideal candidate will be an experienced Customer Service professional and have experience working in a busy environment.Essential requirements for this role: * Experience within a busy Service environment to meet SLAs and KPIs * Previous experience managing an engineering workforce desired but not essential* Experience working in a fast paced/ demanding environment* Departmental knowledge to facilitate best working practices* Reporting to the organisation in a professional manner* Computer literate* Microsoft office proficient My client are a nationwide security company who offer bespoke security and fire solutions to both homes & businesses. They are looking for a customer service professional to join their friendly & hardworking team in their Leeds head office. To be considered for this role you must have experience working in a busy demanding environment. Service controller duties: * Answer customer calls promptly and professionally, meeting agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).* Respond to and take necessary actions on customer emails within agreed SLAs/KPIs.* Update and maintain the operating system with accurate and complete information for all customer requests and incidents.* Perform cross-referencing and verification of information using the operating platform.* Achieve a minimum benchmark of 85% on Call Quality & Auditing assessments.* Coordinate daily activities and plan optimal routes using the map-based planning feature on the operating platform.* Collect and update customer email addresses and mobile numbers using the operating platform to facilitate customer utilisation of the customer portal.* Daily monitoring and management of engineers workflow to ensure adherence to schedules and assignments.* Proactively plan and prioritise critical accounts and domestic customers, both during and outside of working hours, communicating necessary information, and setting promise times on the operating platform.* Regularly review and manage reactive call queues, both during and outside of working hours, ensuring proactive handling of requests.* Arrange and provide necessary site documentation such as Risk Assessments and Method Statements (RAMs), centre passes, etc., prior to engineer attendance to ensure seamless access to client premises.* Communicate daily handovers and any required reports to management promptly and accurately.* Manage and maintain SLAM (Service Level Agreement Management) bar, ensuring compliance with agreed-upon service levels.* Enforce health and safety standards, actively promoting and completing all required e-learning modules to ensure a safe working environment.If you are an experienced Customer Service Professional interested in this position please apply asap!CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.

Keyskills :
customer servicecontact centreplannerschedulerService operative