Aquilo recruitment are excited to be partnering with a market leading manufacturer to recruit for a customer recalls specialist to join their growing team. The role is an exciting position for an individual who enjoys a fast-paced, varied environment with a great culture and opportunities.
Working hours:
Winter hours - 40 hours per week.
Summer hours - 36 hours per week.
1 in 4 Saturdays with a day in lieu to be taken in the week when working the Saturday.
JOB TITLE: Recalls Administrator
Team: Planning
Reports to: Team Manager
Job Purpose:
To answer all telephone calls and deal with them to a high standard, resolving in line with Ideal's current policies and procedures in a professional manner. To deal with engineers' requests for ordering parts quickly and effectively.
Qualifications and Experience:
* Time Management
* Experience of using computer-based systems
* Ability to enter data correctly and accurately
Job Responsibilities and Major Activities:
* Responsible for scheduling recall jobs onto an engineer’s diary.
* To ring all customers daily with an update on their repair.
* The ability to problem solve.
* To liaise with outside agents that still work within the company to discuss allocation and deployment of work and efficiently assign this to them.
* The ability to handle difficult calls and situations regarding re-arranging appointments.
* To have the confidence to liaise with engineers and Divisional Service Managers regarding all types of challenges.
* Working on a service level to ensure we are within the agreement for re-attending site to undertake a repair.
* Ability to complete a variety of email tasks within time constraints.
* To efficiently use systems such as Service Power, SAP, and Salesforce.
* To have graphical knowledge of UK postcodes.
* To process boiler swaps within the SLA and liaise with our agents to get the job undertaken.
* To understand the basic workings of a boiler and the parts within.
* To have some knowledge of how a central heating system operates.
* Well-practised administrative skills.
* Well proven telephone skills.
* A high standard of numeracy, literacy, and IT skills.
* Excellent verbal and written communication skills.
* The ability to work well under pressure.
* Suitable level of attendance.
* Product knowledge.
* Process knowledge.
* Engineer placement knowledge.
* Delivering internal and external customer satisfaction in a pressurised environment.
Seniority level
Associate
Employment type
Full-time
Job function
Engineering, Administrative, and Customer Service
Industries
Industrial Machinery Manufacturing and Appliances, Electrical, and Electronics Manufacturing
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