Out Of Hours Helpdesk Advisor

Out of Hours Helpdesk Advisor

Company Info

record UK is the UK subsidiary of the Agta-Record Group who is one of the major companies within the automatic pedestrian door systems industry. The group manufactures and distributes door systems to over 40 countries worldwide.

We design, manufacture, supply, install and service automated door systems and aluminium shop-fronts throughout the UK to a wide range of organisations and clients.

Due to continued growth and high demand for its services, the company is now seeking to recruit a suitable candidate to join the Service Team to cover Out of Hours service calls.

Job Description

This is a home based role reporting to the Service Manager. When doing the evening weekend shift the requirement would be that from 16:30 to 23:00 the mailbox would be required to be monitored and then 23:00 to 07:00 to be available to answer calls and then 07:00 to 07:30 would be reviewing of mailbox.

The main requirement of the role is to ensure all calls during Out of Hours are attended and completed within the client specified SLAs and to provide updates as required.

Key Responsibilities and Accountabilities:

• Log all calls from clients on internal system and arrange labour to ensure job completion within the required timescales
• Ability to work under pressure positively to achieve response times for reactive works
• Customer communication, proactive customer updates and incoming call handling
• Efficient route planning of the call out engineers and ensure nearest engineer is allocated to reduce travel time.
• To provide technical support to customer where possible to prevent the need for emergency call out.
• Ensure Service Director and Client specific web sites are updated and in line with SLA s
• Contribute to ISO Business Management systems. KPIs Engineer Area distance/day

Essential Criteria

• Good organisational skills
• Excellent communication skills
• Speed of thought, prioritisation and decision making skills
• Good problem solving skills
• Sense of urgency to work in a fast paced environment
• Ability to work in a fast paced environment

Additional Information

Week 1 Friday 16:30pm - 23:00pm + on call & Sunday 16:30pm - 23:00pm + on call

Week 2 Saturday 16:30pm - 23:00pm + on call & Sunday 16:30pm - 23:00pm + on call

Week 3 Saturday 07:30am - 16:30pm & Sunday 07:30am - 16:30pm

Week 4 Saturday 07:30am - 16:30pm & Sunday 07:30am - 16:30pm

Contract: Permanent after 6 month probationary period

Location: Home based