Call Handler

Due to expansion and re-structure we are currently looking to recruit a number of Call Handlers for our newly acquired Bolton depot.

Benefits:

In addition to a highly competitive salary, we offer a range of benefits including 25 days' holiday, generous contributory pension scheme, life assurance, a wide range of product discounts, work uniform, and health benefits

Purpose of the position

• To provide frontline call answering for breakdowns, service related issues and all other enquires, once these calls are taken the individual will take responsibility for passing the relevant information to the correct department or person.
• Accurate creation of cases to allow the jobs to be allocated to the correct resource first time
• Deliver industry leading telephone service to our customers at all times

Accountability Responsibilities:

• Answering calls within the agreed service level agreements that we have with our customers
• Accurately recording on the IFS system, all the details that are relevant to the customer and ensure a slick process as the work is passed to the coordination team
• Support the regional admin team at times where call volumes allow
• Providing an industry leading customer experience on every occasion
• Handle all call with a professional and empathetic manner. Tasks:
• Answering calls within the agreed KPI's
• Creating breakdown cases and transferring them to the unallocated screen in IFS
• Assisting the regional admin team with administration tasks when required. This could include but is not limited to, providing customer updates, sending service documentation, calibration certificates or any other documentation, sending customer proformas or contacting customers for purchase order numbers.
• Dealing with enquiries and routing them to the correct department or person

Technical Competencies:

• Excellent communication skills
• Strong understanding of exceptional customer service
• Good IT skills
• Excellent telephone manner

Education:

• Educated to GCSE level (essential)
• Customer service qualification (desirable)

Experience:

• Experience working in a customer facing environment (desirable)
• Fleet or automotive experience (desirable) Additional local needs Such as requirements to be onsite, physical requirements, security clearance, environmental conditions, business travel needs etc.

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