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Switchboard Operator

  • Location

    Witham

  • Sector:

    Facility / Cleaning

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    REF20986V

  • Published:

    about 3 hours ago

  • Expiry date:

    2025-03-11

  • Client:

    Mitie

Job Description

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.

Service excellence:

· Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)

· Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI

· Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

· Responsible for acting and behaving in line with One Code

· Responsible for attending / participating in monthly team meetings, briefings & internal communications

· Informed knowledge of all company engagement and communications initiatives

Client relationships:

· Accountable for positive client perception

· Informed knowledge of key stakeholders on the account

· Informed knowledge of the client values and objectives

· Informed knowledge of contribution towards client retention

Finance & Commercial Awareness:

· Responsible for completing monthly timesheet or equivalent and following expenses procedures

· Responsible for caring for any company property provided

· Informed knowledge of the impact of behaviour on the finances of the contract

· Informed knowledge of company USP

People & productivity:

· Responsible for following time off work, grievance, whistle blowing & disciplinary procedures

· Responsible for owning own development, and ensuring all learning is put into practise

· Responsible for personal performance including delivery of agreed personal objectives

· Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

· Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;

· Informed knowledge of Link scheme including how to identify business development opportunities

· Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

· Accountable for reporting any near misses, dangerous occurrences or incidents immediately

· Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder

· Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy, Main

  • To be an ambassordor of BMW and Signature

  • To ensure you are immaculately dressed in uniform and adhere to Signature grooming standards

  • To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language

  • To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off

  • Answer all calls on Interactive Intelligence system (Genesys) with the agreed set salutation and within the agreed time frame

  • To answer all calls in a positive and customer-focused manner

  • To follow any scripts and or guidelines set down for filtering calls in line with the client's requirements

  • Deal effectively with email updates in regards to staff moves and changes

  • Keep the switchboard directory and any notes, systems and databases up to date

  • Run reports as required and produce any documentation in regards to switchboard operation as per the client requirements

  • To keep an accurate log of all calls as per client site agreements

  • Report any switchboard hardware/software faults accordingly

  • Train new Switchboard Operators and Team Members as required

  • Highlight any switchboard issues to the Switchboard Team Leader

  • To use the client site operating systems in accordance with guidelines

  • To adhere to Signature and client site rules and regulations

  • To ensure that all switchboard directory information is kept up to date

  • To complete an accurate daily log of all callers

  • Shift pattern 5 over 7 days including weekends and Bank Holidays, 40hr week. Business hours 07:30-18:30

  • Role is based at Park Lane, but flexibility in travelling to Battersea and Park Royal (including weekends),

  • Follow Group and company policies and procedures at all times;

  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

  • Use all work equipment and personal PPE properly and in accordance with training received;

  • Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

    Information Security:

  • Ensure compliance with Mitie's information security procedures in all activities;

  • Proactively identify and report security risks to your manager;

  • Report actual and suspected security incidents;

    Note: This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

Candidate Description

  • Previous experience of switchboard role

  • Proven experience and understanding of an exceptional Customer Service delivery

  • Confident communicator with a passion for providing unparalleled levels of service and exceeding client expectations

  • Competent level of IT proficiency (Intermediate knowledge of Microsoft Office and Excel)

  • Excellent spoken English and a clear, well-modulated voice

  • Excellent written English

  • Good time management , ability to prioritise and meet deadlines

  • Familiarity with call logging software reports

  • Ability to work on own initiative and as part of a team

  • Motivated, committed and flexible