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Repairs Call Handler (Out of hours)

Contract Type: Permanent
Location: Southwark, London
Industry:
Salary: £22000 - £23000 per annum
Start Date: ASAP
Duration: On going
REF: Call Handler - OOH_1634040320
Contact Name: Sophie Rowley
Contact Email: Sophie.Rowley@danielowen.co.uk
Job Published: 13 days ago

Job Description

Duties

OUT OF HOURS - Call Centre

Rotating basis Monday to Sunday - The shift complies of 17:00-23:00 and 20:00-09:00 weekdays and over the weekend 08:00-21:00 and 20:00-09:00

First line Call Handler's required for large Repairs Contractor - this will be working within the Repairs Team.

  • Respond to all calls and enquiries and adhere to targets and objectives as set out by the management around average time taken on calls.
  • Take customer repair orders, obtaining full repair information, accurately diagnosing repairs and making appropriate and relevant appointments in accordance with policy and practice.
  • Communicate effectively with customers both internal/external to ensure policies, procedures and expectations are being adhered to and met.
  • Maintain procedures for accurate record keeping updating our system at all times, coordinating and enforcing systems and policies
  • Monitor internal system to ensure that issues are resolved in a timely manner by the relevant person
  • Respond positively and manage efficiently all customer's needs/support, monitor these requirements
  • Liaise with other departments where necessary to ensure positive expected outcomes are obtained

Provide direct responses to queries or complaints raised by service users or act as a channel to the appropriate specialists who can deal with more complex issues, or provide one-off processing services to the public

Desirable

  • Previous experience working as a call handler within a customer service / call centre environment
  • Excellent written, verbal, questioning & interpersonal skills.
  • Analytically skills.
  • Strong customer experience ethos

This role will be working from home initially with a view to go back into the office part-time

Please send CV's through to be considered