CMD Recruitment

Job Title: Call Controller
Salary: £15,000 - £17,000
Location: Calne

Call Controller– Field Service

Working from our client’s offices based in Calne, the successful applicant will have customer facing experience, ideally in a Call Centre environment.  An excellent telephone manner and IT Skills are a pre-requisite as is an organised approach to work and the ability to work under pressure and respond effectively to constantly changing priorities.

Our client’s Field Service Division is a growing and busy department, working to strict deadlines to meet customers’ service level agreements.

MAIN DUTIES AND RESPONSIBILITIES

-  Log new calls on our client’s database

-  Liaise with customers and Field Service engineers

-  Liaise with Technical Support engineers

-  Liaise with Stores and Workshop personnel

-  Update database with status and all information and ensure all parties are informed

-  Co-ordinate parts supply and engineer attendance to customer sites

-  Ensure customer Service Level Agreements are met

-  Track stock with engineers and customers

-  Track the whereabouts of field personnel

-  Ensure that all administrative procedures are followed

-  Produce fault reports as and when required

-  Participate in Technical Services morning meetings

-  Any other duties which may from time to time be requested by your Manager or Director

 KNOWLEDGE SKILLS AND EXPERIENCE 

No formal qualification is required as in-house training will be given.  Professional and mature telephone manner and customer service skills are necessary.  Excellent keyboard skills are needed, along with Excel and use of database applications.  The ability to learn quickly and keep calm is essential.  Technical Support experience or an understanding of Computer hardware terminology would be very advantageous.

Must pay attention to detail, be conscientious and work well as a team and by themselves.

Hours of Work:

-          Basic hours are 37.5 hours per week.  The Call Centre is open between the hours of 8am and 6.30pm Monday to Friday and you will be required to rotate with others in the department to cover these hours. 

-          Occasional overtime may be required which will be paid. 

-          20 days per annum paid holiday plus 8 statutory Bank Holidays.