Job Description:
You will work closely with the engineering team to deliver exceptional customer service, measured against internal and contract-specific Service Level Agreements and Key Performance Indicators. As a Service Desk Operator at Datel Solutions, you will handle a variety of tasks daily. You will ensure that engineers are booked with clients, diaries are organised, our software management system is updated, and all reporting and processing schedules are maintained.
Tasks will include, but are not limited to:
1. Dealing with customer calls professionally and promptly
2. Arranging planned preventative maintenance visits at clients' sites and booking them into engineers' electronic diaries
3. Booking reactive maintenance works, requiring flexibility to rearrange engineer schedules at short notice to meet clients' demands and needs
4. General administration, including handling emails
5. Managing system paperwork, including specifications and commissioning paperwork, ensuring engineers return all documentation and it is uploaded to client portals
6. Managing engineers' diaries
7. Communicating effectively with the Management Team
8. Logging new customer calls on appropriate systems, ensuring client priorities are met with accuracy and quality data
9. Upholding data protection, performance, and information security requirements
10. Identifying and escalating opportunities for operational performance and process improvements
The Person:
To be successful in this role, you will possess good teamwork skills and the ability to respond professionally to customer and client enquiries.
1. Ability to respond positively to changing workloads and priorities, with a willingness to undertake varied responsibilities
2. Competent user of Microsoft Office (e.g., Outlook, Word, and Excel) with strong IT skills and the ability to learn new systems
3. Ability to prioritise tasks, work well under pressure, and manage your workload with a high attention to detail
This role is suitable for someone looking for a challenge and happy to work in a fast-paced environment. The right candidate will be both proactive and professional.
Necessary Skills:
1. Excellent communication skills
2. Strong administration experience
3. Ability to organise workload
4. Excellent telephone manner
5. Experience with planning and scheduling
6. Experience with Microsoft Word and Excel
Desirable but not Necessary Skills:
1. Previous experience in field coordination, ideally within an engineering-based business
In Return, We Offer:
1. Salary between £20,500 and £25,000
2. Hours: 08:30 to 17:00 Monday to Thursday, and 08:30 to 12:30 on Friday
3. Competitive holiday allowance
4. Opportunities for professional growth and development
5. Wellbeing day off
6. Birthday off
7. Company pension scheme
8. Casual dress code
9. On-site parking
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