Customer Service Representative

Main Purpose:

Responsible for all aspects of processing instructions from notification through to invoicing ensuring that all Key Performance Indicators are achieved whilst maximising business profitability and excellent customer service. To maintain Health and Safety in the workplace at all times and perform all allocated duties at the required quality standard.

Key Responsibilities:

• To manage all new instructions to their conclusion in accordance with the policies and procedures for each client from first notification to Invoice.
• To handle external and internal telephone calls professionally at all times, following the correct guidelines and response times.
• Recording all communications within the core operating system against each instruction.
• To process, as required, any new work instructions ensuring they are processed accurately and efficiently within the set parameters.
• To distribute or respond to information requests or forwarding of data to specific clients.
• Arranging the work schedule of the technicians on a daily and weekly basis by use the operating system diary ensuring that the use of resource is cost effective and efficient to achieve profitability.
• Ensure technicians have all the relevant information to be able to set up their van and fully maximise their time on site by undertaking the relevant activities.
• To be able to create estimated scope of works from the information provided by the technicians.
• Proactively identify and provide updates, additional claim and service information to clients.
• Undertake credit control duties and monitor debtor days.
• To recognise complaints and handle these in accordance with the FCA guidelines.
• To provide effective and efficient administration functions and support for all clients and customers as required in line with business needs.
• Proactively and effectively manage own workload, with minimal guidance from line Manager.
• To undertake any other ad hoc duties as required.
• Undertake additional hours when required to facilitate the needs of the business which is 24/7.

It is expected that the successful candidate will have experience/skills in in the following areas:

Experience

• Requires a minimum of 2 years’ experience of dealing with customers
• Used to a fast paced environment where multitasking is key

Skills

• Ability to work within a fast paced environment and take in information quickly and make the correct decision based on that information
• Strong administration skills
• Numeracy and literacy
• Confident and helpful telephone manner
• Excellent communication skills both Verbal and Written
• Excellent customer service skills
• IT Skills – excellent knowledge of PC based computers including the ability to work windows based office PC applications i.e. Word and Excel