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Customer Advisor - 24/7 Contact Centre - Aztec West, Bristol

Employer
Undisclosed Company
Location
Bristol
Salary
£19500 - £20000 per annum + £40 extra per late shift
Closing date
6 Mar 2019

CUSTOMER ADVISOR

24/7 CONTACT CENTRE - DIFFERENT SHIFT PATTERNS

AZTEC WEST, ALMONDSBURY, BRISTOL

£19,500 - £20,000 - £40 EXTRA FOR LATE SHIFTS

Overview

My client is the UK's leading engineering support services organisation employing 35,000 people across the world. They offer a hugely diverse number of career options in numerous job industries. This role will be working on behalf of the customers who have any issues/queries and therefore will require 24/7 support to the customers all across the world. The role will involve different shift patterns and the ideal candidate will be able to work well under pressure and quickly and efficiently in line with agreed targets. This is based at my clients Phoenix Centre based in Aztec West in Bristol.

General Description of Job

To be a pivotal part of the Phoenix Service Centre (PCS) Team; providing a leading fleet management service to all customers worldwide. The Service Centre Advisor is a key role as the first point of contact for all enquiries under the Phoenix II contract. It supports the wider team as part of a global fleet management service for customers worldwide. Typically handling queries of a varied nature across a realm of services not limited to: Rental Provision, Lease Provision and management, scheduled services, incidents and events.

Main Tasks

  • To provide Service Centre cover across various shift patterns 24/7/365 (including nights, weekends and bank holidays) to ensure consistent Customer Service excellence.
  • To provide telephony/administrative support to a wide variety of vehicle focused activities including scheduling, maintenance, incident management and fines and charges.
  • To be an important first part of the customer journey, making sure that the company values shine through in everything we do.
  • To process all contacts in line with Company Key Performance Indicators (KPIs)
  • To ensure Company health, safety and environmental procedures are complied with at all times
  • To actively contribute to the achievement of both individual and department targets and objectives
  • Inputting booking requests within agreed timescales.
  • Using the company booking system to administer all booking requests within agreed timescales.
  • Providing customers with confirmation of their booking and any further information required relating to that booking.
  • To provide support to suppliers on the timely return of Overdue Vehicle rentals.
  • Allocating a supplier to a booking checking it is from an authorised and contracted supplier listing relating to the requested SOR Code.
  • Liaise with both supplier and customer throughout the booking process.
  • Ensure all notes are correctly and accurately recorded on the system to assist Purchase Ledger Department (PLD) to clear all invoices.
  • Ensure that processes are maintained in line with my clients corporate governance policies, processes and procedures including those relating to Health and Safety, Quality and the Environment.

Experience and Qualifications

Essential

  • Educated to GCSE level
  • Competent on MS Office (Word, Outlook, Excel, PowerPoint, SharePoint)

Desirable

  • Experience of fleet management
  • Experience of Multi-Channel Service centre operations
  • Knowledge of the Transport Industry

Skills Profile

  • Excellent communication skills and the ability to build rapport with the customer
  • Friendly , calm and helpful attitude; good interpersonal skills and ability to work well with others
  • Ability to handle multiple contacts via all voice and non-voice channels against strict KPI's
  • Ability to identify customer needs and respond appropriately to them
  • Excellent oral and written communication skills
  • Organised with excellent attention to detail
  • Strong accurate keyboard skills
  • Good proficiency and navigation skills around a computer
  • Excellent telephone manner with a clear speaking voice
  • Creativity; the ability to think around problems and come up with creative solutions is helpful
  • Ability to work well in a team, with or without direct supervision
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during demanding situations
  • Ability to prioritise own work streams during critically busy periods.
  • Ability to follow processes that allow advisors to provide "right first time" call resolution to the customer.

For more information on this role please contact me on 01895 205493 or email me at Jamie.Rogan @ manpower .co .uk

"Customer Service" "Call Centre" "Contact Centre" "Inbound" "Outbound" "Helpdesk" "Fleet" "Ministry of Defence" "MOD" "Admin" "Microsoft Office"

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