Support Team Member

Role Purpose:

With a strong focus on problem solving and drive to ‘make it happen’ you will be responsible for coordinating the activities of Technicians within Districts, ensuring delivery of service at the agreed appointment time, minimising the need to rebook work and maximising Technician productivity.
You will be responsible for ensuring the highest levels of customer service, collaborating with Operations teams across Districts and Regions, Concierge Team and Customer Experience Representatives delivering the easiest and best experience for all customers. District Support Team members are pivotal in ensuring that the company makes a difference by solving people’s problems with real care.
Key Responsibilities:

•To take ownership and responsibility for ensuring all customers jobs are appropriately scheduled and Technician utilisation is maximised every day, working with the scheduling software
•Interact with Customers, Technicians and Concierge teams when appointments need rebooking or service failure occurs.
•Maintain a high level of customer service by responding promptly to issues as they arise taking a preventative approach wherever possible
•Be the main point of contact with Technicians throughout the day for all appointment issues,
•Assess and arrange with Technicians any extended working requirements.
•Accurately maintain the data held within the scheduling software, e.g. Technician start locations etc.
•Be creative in finding solutions to customer’s problems/changes to ensure tasks are completed as planned.
•Minimise the number of incomplete appointments, taking speedy action to capture all required appointment details ensuring the effective closure of all work.

Key Experience, Knowledge and Skills:
•Demonstrate a strong commitment to customer service in all activities
•Excellent problem-solving skills
•Demonstrate a desire to learn and succeed in a service environment
•Excellent communication and influencing skills
•Experience of working in a customer service environment
•A good understanding of business operations
•Good knowledge of Microsoft applications
•Able to travel (with notice) to other locations to attend planned training sessions, team meetings etc.

Working 40-hour week on shift pattern between 7am – 6pm, 5 days from 7
Pay Rate £10.26 per hour
Start ASAP – ongoing temporary roles

Job Summary

Job Title Support Team Member
Location Bedford, Bedfordshire
Job Type Temp
Salary Negotiable
Last Updated 07/06/2018
Reference SF40674
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