Mobile Scheduler
Ref: 6e541d74a67c48198bd08b72e352616fJob Overview
* Working within Technical Services Customer Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year. Working 8am to 5pm Monday to Friday .
Main Duties
* Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner.
* Meeting specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
* Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
* Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work.
* Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
* Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements.
* Actively participates and has a can-do attitude in team meetings, always offering suggestions to resolve issues/problems.
* Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
* Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's.
* Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way.
* Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes.
* Appreciate and understand specific contract obligations in order to eliminate potential errors in administration of jobs.
* Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.
* Achieve call handling targets and quality standards at all times, providing a knowledgeable and confident response thereby aiming to exceed customer expectations and contribute to the delivery of the contract.
* Monitor, action and escalate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.
* Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.
* Undertake relevant training as and when required, to ensure knowledge and understanding making sure levels of capability are maintained in order to fulfil duties.
* Listens to and talks to others to break down barriers and find ways to resolve conflict.
What we are looking for
* Experience of working preferably within a Customer Service environment.
* Experience of working preferably within a target driven role, or high pressure service delivery environment.
* Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
* Strong team player - cooperative and willing to assist others by sharing knowledge and expertise
* Ability to work on own initiative.
* Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
* Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
* Able to apply a logical approach to solving problems.
* Able t
* o remain calm under pressure and can communicate effectively across all levels.
* Ability to listen attentively and probe accordingly in order to accurately capture important information .
* Excellent attention to detail
* Demonstrable ability to show empathy and superb interpersonal skills
* Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
* Able to embrace and adapt to change and learn from experience
* Experience of working preferably within a Customer Service environment. * Experience of working preferably within a target driven role, or high pressure service delivery environment. * Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times. * Strong team player - cooperative and willing to assist others by sharing knowledge and expertise * Ability to work on own initiative. * Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning. * Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time. * Able to apply a logical approach to solving problems. * Able t * o remain calm under pressure and can communicate effectively across all levels. * Ability to listen attentively and probe accordingly in order to accurately capture important information . * Excellent attention to detail * Demonstrable ability to show empathy and superb interpersonal skills * Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner. * Able to embrace and adapt to change and learn from experience
* Working within Technical Services Customer Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year. Working 8am to 5pm Monday to Friday .
Main Duties
* Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner.
* Meeting specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
* Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
* Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work.
* Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
* Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements.
* Actively participates and has a can-do attitude in team meetings, always offering suggestions to resolve issues/problems.
* Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
* Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's.
* Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way.
* Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes.
* Appreciate and understand specific contract obligations in order to eliminate potential errors in administration of jobs.
* Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.
* Achieve call handling targets and quality standards at all times, providing a knowledgeable and confident response thereby aiming to exceed customer expectations and contribute to the delivery of the contract.
* Monitor, action and escalate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.
* Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.
* Undertake relevant training as and when required, to ensure knowledge and understanding making sure levels of capability are maintained in order to fulfil duties.
* Listens to and talks to others to break down barriers and find ways to resolve conflict.
What we are looking for
* Experience of working preferably within a Customer Service environment.
* Experience of working preferably within a target driven role, or high pressure service delivery environment.
* Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
* Strong team player - cooperative and willing to assist others by sharing knowledge and expertise
* Ability to work on own initiative.
* Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
* Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
* Able to apply a logical approach to solving problems.
* Able t
* o remain calm under pressure and can communicate effectively across all levels.
* Ability to listen attentively and probe accordingly in order to accurately capture important information .
* Excellent attention to detail
* Demonstrable ability to show empathy and superb interpersonal skills
* Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
* Able to embrace and adapt to change and learn from experience
* Experience of working preferably within a Customer Service environment. * Experience of working preferably within a target driven role, or high pressure service delivery environment. * Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times. * Strong team player - cooperative and willing to assist others by sharing knowledge and expertise * Ability to work on own initiative. * Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning. * Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time. * Able to apply a logical approach to solving problems. * Able t * o remain calm under pressure and can communicate effectively across all levels. * Ability to listen attentively and probe accordingly in order to accurately capture important information . * Excellent attention to detail * Demonstrable ability to show empathy and superb interpersonal skills * Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner. * Able to embrace and adapt to change and learn from experience
Mobile Scheduler
Ref: 6e541d74a67c48198bd08b72e352616f
Wythenshawe, England
Mitie
Administration & Customer Service