Call Handler | Daniel Owen


Call Handler

  • £20000 - £25000 per annum
  • Thame, Oxfordshire

Monday - Friday
8am - 5pm
Salary negotiable
Permanent position
Office based
Must have previous experience within Customer Service

  • Pick-up all incoming calls within set timescales (20seconds)
  • Regular watch of the wallboard to see calls is queue etc.
  • Follow the Osborne greetings script for the call duration
  • Book-in all new jobs via Accuserv, Keyfax and Opti for job allocation and add as many notes as required for future reference.
  • Follow keyfax and ensure all details are covered to maintain getting the job done right first time
  • Keep residents/clients informed and updated at all times ensuring the customer experience/service is met throughout the call and ensure job numbers are provided and summary of the job raised is provided at the end of the call
  • Pass calls to relevant departments ensuring resident/client is updated before passing over
  • Always check the job history before logging new jobs to ensure no duplication
  • Raise jobs from the Repairs inbox (set daily targets pp per day by Call Centre Supervisor)
  • Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
  • Raise recalls and send out any letters as and when necessary.
  • If a residents/client calls with no show/query - call the operative/subcontractor or alternatively pass to the planners
  • Pass jobs to the planner queue for planners to deal with if allocation of job cannot be found or accommodated with the resident
  • Email relevant parties within the same day with any updates/messages etc.
  • Liaise with the planners with queries called through
  • Liaising with the planned works team if a query comes through for planned jobs taking place
  • Update client/resident if required on any job by COP the same day
  • Help the Customer Solutions Supervisor with Ad-hoc requests/tasks
  • Have an understanding of the contract and commercial side of the business (budgets, coding and job allocations)
  • Aid team members as and when required
  • Flexibility of shift cover if last minute AL, sickness etc.
  • One IO per person, per month
  • Attend team meetings as and when required
  • Report to work within set shift times and call the Supervisor in advance if any problems/delays
  • Ensure breaks and lunches are taken within set times and logged back-in on time

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