40 hours per week
Shifts between 07:00 - 17:00
Monday - Friday with 30-minute lunch break
Responsibilities & Duties
1. To support the Contract Support Manager in the management of the Corporate Account / Call Centre ensuring the smooth running of the facility to enable the highest levels of customer service to be delivered.
2. To receive and handle customer service and breakdown calls to a high professional standard.
3. To input jobs received from the customer into the Service Geeni system and to prioritise and assign to an engineer/contractor.
4. To liaise with engineer/contractors with regards to parts required and to order said parts where necessary.
5. To provide written and verbal customer updates for prolonged repairs and outstanding jobs.
6. To monitor the accuracy of job information including parts, labour and engineers notes on the Service Geeni and associated system update where relevant.
7. To ensure there is daily monitoring of VORs, Servicing & Work In progress to maintain compliance with contract KPI's.
8. To ensure the Contractual compliance KPI's are being met through effective management of the Thorough Inspection provider and other relevant sub-contractors.
9. To ensure the highest level of accuracy with all administration tasks, other information & documents provided to Corporate Account Customers.
10. To ensure all fleet management & equipment records are kept up to date via the Service Geeni system.
11. To support the Corporate Account management team where required with fleet management data and other administration tasks as appropriate.
12. To ensure all customer feedback is documented.
13. To visit factory / HQ as required.
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