Job Description

Role Description

Expertly manage/oversee day-to-day scheduling, coordination and logistics for the trades and field teams. Handling inbound calls to meet the client's needs Act as a first point of contact, providing 1st line support to our customers in relation to their needs and queries Provide field agents with all information required to enable a 1st time fix Keeping customers informed and up-to-date at every stage, advising of completion times, any delays and quickly respond to any questions or queries Prioritise effectively to ensure that customer whose installation or repair may need extra work are contacted in a timely manner, and advised on a recommend a course of action, maximising profitability. Managing customer expectations and keeping them informed of the status of their reported issue Following up every new install with a quality control telephone call and a support letter. Working with our existing engineering team to progress faults and manage work-flows Provide an escalation route and resolution of any survey or job-related issue Accurately record workflow on the appropriate system, maintaining effectiveness, efficiency and perform quality checking ensuring accurate management information Identify areas of improvement and working with peers and line management to take action to continually enhance understanding of resource requirements Work with relevant departments/people (including finance & operations), to ensure program of works and associated plans of work are completed on time, budget and to quality targets. Work with the Operations Manager to provide estimates, book and schedule-in service and repair work and accurately invoice for work carried out. Proactively create and improve processes that allow T J Services (Wales) ltd to grow the business and the team To undertake any other duties which are consistent with the basic objectives and or/ duties of the post

Competency Requirements

Good knowledge of systems within our market to support business needs Excellent ability to troubleshoot problems with an analytical mindset Good understanding of office systems including Windows and the Office 365 Usage and management of CRM systems Able to plan, prioritise and work under pressure and strict deadlines Methodical approach to problems to provide solutions for the business Excellent Communication skills and builds empathy and relationships with both internal and external customers including telephone manner

Behavioural Requirements

Good communication and 'people skills' Excellent time management skills Positive, self-motivating disposition and an ability to use own initiative Innovative thinker who can turn customer requirements into workable solutions Engages with others and shows an understanding of them as individuals Actively participates in relevant activities Keeps knowledge up-to-date through personal development Seeks to understand our vision and purpose and the contribution their role makes Researches information using appropriate resources and own networks Analyses information to get to the root of a problem and understands the causes as well as the effects Speaks up when in disagreement and articulates own point of view in a constructive way Thinks 'outside the box' and brings in fresh insight and competitive thinking Takes ownership for own work Uses initiative to solve problems within own area of responsibility
Please note this role is temporary for maternity cover

Job Types: Full-time, Temporary
Contract length: 6 months

Pay: From 12.23 per hour

Expected hours: 40 per week

Benefits:

Company pension Free parking On-site parking
Experience:

Administrative: 2 years (preferred)
Work Location: In person