Reporting to the Customer Service Team Leader, the post holder will be responsible for providing our phone support service for a variety of our customers ensuring calls are answered within agreed SLA’s. Calls will include job bookings and queries from existing and potential customers, contractors and stakeholders. They will need to liaise with internal teams including our sales department and contractors to ensure the customer’s queries are resolved wholly and efficiently.
Coordinate day-to-day account management of customer accounts. They will understand customer’s needs and provide excellent customer service. Manage emails and calls including work requests and queries from our customers in a timely manner using excellent organisation and prioritisation skills whilst maintaining a high standard of work and attention to detail.
Managing jobs through to completion, including processing inspection reports.
Upselling wherever possible by highlighting and explaining new services and products.
Being aware of all aspects of our customers contracts including the cost of chargeable works and providing quotations wherever necessary.
KEY DUTIES & RESPONSIBILITIES
1.Providing a high standard of service both internally and externally
2.Controlling outstanding jobs & prioritising workload to ensure the customer’s needs are met where possible
3.To answer incoming calls in a professional manner and in line with the SLA’s
4.To communicate effectively both verbally and in writing at all levels across the business both externally and internally to customers and staff
5.Liaising with customers/operatives/contractors by phone and email
6.Collate and record accurate information on our internal systems
7.Dealing with urgent customer queries or complaints effectively
8.Maintaining own admin duties so initiative and forward thinking is applied
9.Issuing work to 3rd party subcontractors
10.Ad hoc work for managers
11.Ad hoc meetings/events off site
1.To comply with health & safety requirements of VPS (UK) Ltd
2.To take responsibility for your own health & safety as necessary
3.To comply with the company’s disciplinary and grievance procedure as required
4.To comply with the company’s policies and procedures at all times
5.To uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged
6.To adhere to all aspects of confidentiality and Data Protection in order to comply with the law.
7.The post holder will be required to undertake such other duties as may be required within the grade and competence of the post therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
8.Duties are set out in this job description but please note that, in consultation with the post holder, VPS(UK) Ltd reserves the right to update the job description from time to time to reflect changes in or to the role. Significant permanent changes in duties and responsibilities will require agreed revisions to be made to this job description.
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N.B: For this role Ruth Halliday is acting as an employment agency. [More]