Job Title: Network Monitoring Control Agent / Customer Service Agent
Location: Sheffield
Role Type: Contract for 6 Months with Potential Extension
Pay Rate: £174 to £292 Per Day (Inside IR35)
Overview:
We are seeking a skilled Network Monitoring Control Agent / Customer Service Agent to join our team in Sheffield on a 6-month contract with the potential for extension. This role is pivotal in ensuring the seamless coordination of technical faults and providing exceptional customer service within a dynamic and fast-paced environment.
Key Responsibilities:
Technical Fault Coordination: Manage and coordinate technical faults with a comprehensive understanding of IT and communications.
Customer Service Excellence: Ensure calls are answered within PCA targets, using the agreed customer salutation, and maintain a high standard of customer focus.
Service Level Adherence: Meet or exceed bespoke/customer-specific SLAs and internal Redcare performance measurements, including operational management of internal and third-party suppliers.
Event Management: Accurately log, update, and close event management tickets in a timely manner, taking corrective actions where necessary.
Relationship Management: Foster and enhance working relationships with customers, suppliers, and business units to facilitate prompt fault resolution and highlight any areas of poor supplier performance.
Communication & Escalation: Adhere to all communication, notification, and escalati...