Advancing People
Location
Peterborough, Cambridgeshire | United Kingdom
Job description
Do you have previous experience working in a service management team or support centre?
Fancy working somewhere with an onsite gym, free parking, subsidised food and a hybrid work pattern? If so, read on!
The overall purpose of this role is to process all service requests in a timely and efficient manner and to optimise the admin process.
Key responsibilities
· Handle all in and out bound support centre calls.
· Initial Logging of Customer calls
· Administer Customer SLA and escalate where appropriate
· Administer technical support centre staff, setting and measuring KPI.
· Provide service delivery reports as contractually required for both customers and suppliers
· Administer service data from engineers and service agents
· Ensure customer billing is handled in a timely manner
· Handle Print on Demand (POD) and parts cost control and process
· Monitor service partner supplier performance, help implement necessary improvement plans with the Service Manager
· Work with 2nd line support teams to improve customer delivery
· Key Part of the customer/supplier complaint process
Key competencies
· Experience working within a service management team/support centre
· Excellent telephone communication skills
· Ability to document communications with customers and staff
· Understand contractual SLA's and be able to provide support within these
· Good general computer skills, such as email and Microsoft Office
· Good Team Player
· Able to multi task
· Organised
Location: Bedford office/hybrid
Salary : £25,000
Package: 10% OTE Performance Bonus + 26 days per annum holiday (exclusive of bank holidays) + Pension (6% Employer Contribution/3% Employee Contribution) + Life Assurance
Advancing People - Recruitment Specialists
Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.
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