- Ensuring that all faults are reported and despatched appropriately to support high levels of operational productivity. Paying close attention to relevant contract information.
- Developing an acute understanding of our customer’s requirement in order to work in a fast paced, challenging environment
- Email handling, managing e-mails that come into the mailbox and actioning according to the relevant contract and responding in a professional manner.
- Monitoring of fault management systems and interfaces
- Take calls from various phone queues including customers, Police, members of public and switchboard calls.
- Follow daily schedule to ensure operation of tasks are completed and acknowledged.
- Actively participate in 121, Growth Talks, Team Briefs and Team meetings.
- Carry out business and local targets set by SOC Management, ensuring any administration or mandatory training is carried out as soon as possible.
- Liaise with IT and ensure all system issues are reported within good time.
- PC skills are essential and ideally experience of using Outlook, Word and Excel is desirable.
- Excellent communication skills both verbal and written are essential.
- Good attention to detail along with the ability to remain composed when working under pressure is essential.
- Customer facing experience is desirable.
- Ability to work independently and on own initiative, take ownership of a tasks and incidents until completion
- Ability to build relationships with colleagues & customers
- Excellent Organisational skills
- A self-motivator who can demonstrate good initiative
- Problem solving skills
- Experience of working in a team environment is essential
- Previous administration and co-ordination experience is desirable
This role is shift based and working an average of 29 hours over a 4 week rotation with some weeks more and some less than 29 hours.