Customer Support Centre Co-Ordinator
Location: Bradford
Salary: £13.64 per hour
Hours: Nights
Start Date: ASAP
Benefits:
* Pension
* Healthcare Cash plan
* Life Assurance
* Employee Recognition Scheme
* Employee Discount Platform
* Wagestream – Get instant access to your wages through our financial wellbeing tool.
Key Purpose of the Job
In the co-ordinator role, you will be responsible for the company’s delivery of manpower operations, keyholding and mobile response throughout the UK. You will provide a high level of customer service support to our clients ensuring that the protection and security of customers' sites, employees and assets is always at the forefront of your actions, as well as supporting the UK wide management team.
Key Job Responsibilities
* Achieve the highest standards of quality, service and presentation of the business.
* Ensure that daily, weekly and ad-hoc responsibilities are achieved correctly, efficiently and on time.
* Support the Control and Response Manager along with the Operations Director, Operations Managers, Head of Mobile Response and the wider team in the operational activities of the contracts.
* Assist in ensuring all relevant Operations Managers are made aware of developments, problems and other issues affecting the performance of their contracts.
* Compile accurate, concise and factual reports, data and statistics as requested from the department manager.
* Assist in weekly report collation including ensuring weekly hours audits are completed.
* Complete initial investigations into service delivery failures and customer complaints.
* Process the Mobile Activity Log and work with Admin to ensure all tasks in the 24-hour period are documented.
* Process & sanity check the handover to ensure the information contained within it is accurate.
* Load employee rota information onto our workforce management software Timegate.
* Utilise the 'Call Monitor' within Timegate to ensure any missed book on/off & check calls are investigated.
* Update Timegate with lateness, blow-outs, sickness, annual leave to ensure accuracy when billing and employee’s wages.
* Ensure deployment of mobile personnel to sites to assist with alarm activations, incidents, general support and welfare checks.
* Respond to calls and emails in a professional & timely manner.
* Manage all service requests in a timely, efficient and proactive manner.
Essential Requirements for the Job:
* Customer focused.
* Proficient in Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
* Strong time management and prioritisation skills.
* Effective leadership, teamwork, and problem-solving skills.
* Flexibility and adaptability.
* Excellent written and verbal communication skills.
* Excellent interpersonal skills.
* Ability to work effectively to meet deadlines.
* Display quality and excellence in all dealings with external and internal customers.
Desirable Requirements for the Job:
* Previous experience in a control room, call centre or administration role is desirable.
Job Types: Full-time, Permanent
Pay: £13.64 per hour
Schedule:
* 12 hour shift
* Night shift
* Weekend availability
Work Location: In person
Reference ID: GUA
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