Introduction
Aquilo recruitment are excited to be partnering with a market leading manufacturer to recruit for a Recalls specialist to join their growing team, the role is an exciting position for an individual who enjoys a fast paced varied environment with a great culture and opportunities, this is a contract for 6 months with permanent opportunities available for the right candidate.
Working Hours
Winter hours – 40 hours per week.
Summer hours 36 hours per week.
1 in 4 Saturdays with a day in Leu to be taken in the week when working the Saturday.
Job Title
Recalls – parts administrator
Team
Planning
Reports to
Team Manager
Job Purpose
To answer all telephone calls and deal with them to a high standard and resolve in line with Ideal current policies and procedures in a professional manner.
To Deal with engineer s requests for ordering parts quickly and effectively.
Qualifications and Experience
- Excellent Customer Service Skills
- Excellent Communication skills
- Time Management
- Experience of using computer based systems
- Ability to enter Data correctly and accurately
Job Responsibilities and Major Activities
- Responsible for scheduling recall jobs onto an engineer s diary.
- To ring all customers daily with an update on their repair.
- The ability to problem solve.
- To liaise with outside agents that still work within the company to discuss allocation and deployment of work and efficiently assign this to them.
- The ability to handle difficult calls and situations regarding re-arranging appointments.
- To have the confidence to liaise with engineers and Divisional Service Managers regarding all types of challenges.
- Working on a service Level to make sure we are within the agreement for re-attending site to undertake a repair.
- Ability to complete a variety of email tasks to be done within time constraints.
- To be able to efficiently use systems such as Service Power, SAP and salesforce.
- To have graphical knowledge of UK postcodes.
- To Process boiler swap within the SLA and liaise with our agents to get the job undertaken.
- To understand the basic working of a boiler and the parts within.
- To have some knowledge of how a central heating system operates.
Key Deliverables
- Well-practised administrative skills
- Well proven telephone skills
- Excellent Multi-tasking skills
- Time Management
- Experience of using computer-based systems
- The ability to read, understand and process data efficiently and accurately
- Experienced team player
- The ability to work on own initiative
- A high standard of numeracy, literacy, and IT skills
- Excellent verbal and written communication skills
- The ability to work well under pressure
- Suitable level of attendance
Key Challenges
- Product Knowledge
- Process Knowledge
- Engineer placement knowledge
- Customer Care skills
- Delivering internal and external customer satisfaction in a pressurised environment
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