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Service Desk Controller

Service Desk Controller
National Operations Centre
Location: Bristol Centre

Job Description

The company is committed to delivering nationwide refrigeration, mechanical and electrical services to a range of business customers with the very best in both technical expertise and customer service.

We are looking for exceptional candidates to support our service reactive function within the National Operations Centre.

Successful applicants will be able to demonstrate their ability to manage the allocation of engineers within strict deadlines and timescales, ensuring client expectation is met.

Applicants must be able to show their ability to multitask, work well under pressure and accurately comply with varying processes and procedures.

All this must be achieved whilst remaining customer focussed at all times.

Key Responsibilities:
, Coordination of all work orders and engineer task management.
, End to end work order management within set deadlines, liaising with clients and service engineers to ensure that tasks are attended within the set SLA and faults are resolved.
, Managing client expectation, regularly updating clients with the task progress.
, Outstanding communication within all levels of the business, ensuring strong relationships are built and maintained.

, Excellent understanding of all Clients Contracts.
, Responsible for end to end work order management.
, Review and adjust to processes and tasks as the business dictates.
, Driving “lean” and Continuous Improvement principles to process and procedures.
, Follow all escalation procedures if performance within SLA cannot be achieved as required
, Ensure resource is effectively utilised to achieve required SLA's.
, Excellent understanding of all internal processes and procedures and adherence of them
, Excellent understanding of all internal systems and processes to meet Service Level Agreements.
, Providing excellent Customer Service to all Clients and internal Customers at all times

Skills Required:
, Ability to adapt to change and uncertainty
, Excellent organisational skills, multi-tasking and the ability to work under pressure.
, Proven excellent customer service skills, recognized qualifications are a bonus.

, Clear, concise data entry skills required, with an excellent understanding of the key Microsoft applications.
, Proven use of bespoke applications.
, Excellent written and verbal communication
, Proven ability to work both independently and as part of a team.

Previous experience in a customer service position within a busy environment is desirable but not necessary as full training will be provided.

Working Hours

The role is based on a 40 hours per week contract, 7 days per week inclusive of Bank Holidays; Shifts will fall between 7am and 11pm

The position of the Contract Support reports to:
Team Manager (Operations)

Please click 'Apply' to continue your application.