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Customer Service Advisor (shift work) job in Slough at Cantello Taylor

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Customer Service Advisor (shift work) at Cantello Taylor

Customer Service Advisor (shift work)

Cantello Taylor Slough, Berkshire Full Time
£23,000/Year
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  • To allocate all contract works to Field Engineers which ensures that work is programmed to optimise Field Engineers productivity, within specified geographic area.
  • Ensuring that all office enabling has been completed and that Field Teams have all required information & equipment to complete works on first visit.
  • Communicate with Engineers requirements for works via internal system, Email, Telephone & text messaging.
  • To allocate works and meet all Traffic Management and Permit requirements for geographic area. Zero fines attributed to allocation of works.
  • To outbound call Customers and manage their journey until all works are completed. Provide assistance, support and guidance on all customer related issues as they arise - accidents, breakages, blow backs etc. Take ownership and escalate to Team Manager for resolution updating Customer on processes and procedures.
  • To be the focal point for all works allocated within geographic area and ability to re-allocate resources where operational situations arise, without impacting on Customer promises. Where emergency situation arise update Customers who are impacted by re-allocation of engineers.
  • To escalate operational and customer difficulties to Team Manager in a timely manner, which enables solution.
  • Manage appointments made via CGS procedures and ensure that Customers are kept updated and that engineers attend as agreed. Zero failures.
  • Maintain regular liaison and communication with the Field engineers and Field Managers to ensure works are completed as agreed on a daily basis.
  • To answer all phone calls within agreed timeframe and ensure call handling is completed as specified by Team manager for both inbound and outbound calling.
  • Check works are completed and that where work allocated has been UTCed (Unable to Complete) that the reason is communicated to the Team Manager, Customer is updated and first available date provided to finalise all outstanding works.
  • Take responsibility and ownership for your planned works and Customers to drive up customer satisfaction and achieve required by dates for all activities.
 
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Job ID: BBBH342