Customer Service Representative – Nightshift

Job Title: Customer Service Representative

Location: Glasgow Head Office

Contract: Permanent | 35 hours per week

Working Pattern: Nightshift | 4 on 4 off | Rotation between 9:30pm – 07:30am

Salary: £27,265.72 per annum

Job Purpose

• To answer inbound calls and make outbound calls in a professional manner.
• Monitor and manage jobs and calls with a high focus on response times and operational performance.
• Oversee jobs management, parts ordering and asset and PPM functions.

Key Accountabilities

Safety

• To ensure that all activity complies with Health & Safety policies.

People

• To ensure company policies and practices are followed and delivered consistently.
• To read and understand Company People Policies and Guidelines, including reporting sick, scheduling holidays, dress code and timekeeping. Ensure pass and name badge are worn at all times whilst within the call centre.

Excellence

• To take ownership of customer queries – end to end.
• To ensure the accurate input of data and the completion of all relevant fields throughout each call.
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.

Service

• To arrive at the appropriate time before start of shift, log into phone system and be ready to answer calls at allocated start time.
• To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines.
• To be multi-skilled across all Helpdesk functions including helpdesk, OSS, Asset and PPM.
• Liaise with suppliers on City Tech parts orders and equipment hire.
• Manually assign and update PPM jobs.
• Help field teams with any query on jobs, PPMs, parts, quotes and assets and escalates where required.
• Log incident requests from stores with a high level of detail to ensure notifications to the Senior Leadership team within City and partners are accurate.

Integrity

• To comply with any other reasonable request from the Services Management Team.

Knowledge, Skills and Abilities

• Previous experience of Helpdesk/call centre.
• Strong PC literacy, with experience using FM & telephony systems.
• Strong communication skills, both written and verbal.
• Strong results focus.

Behaviours

• Safety: We keep our people and customers safe every day; we do the right thing and work in the City way, the safe way.
• People: We put our people first, treat each other with respect and work as a team; we actively listen and treat others with respect; we are clear, concise, timely and accurate in communication; we respect individual and cultural differences.

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