*This position is offered on a fixed-term contract for a period of 12 months, and we kindly encourage only those applicants who are committed to the full duration of the contract to apply.

Job Purpose:

To answer inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently all customer related faults and enquiries. Monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines. Ensure that all relevant administration related to the completion of your role are completed in full and in a timely manner whilst ensuring a swift and efficient service is delivered in line with agreed service levels.

Key Accountabilities:

To arrive at the appropriate time before start of shift, log into phone system and to be ready to answer calls at allocated start time.
To read and understand Company People Policies and Guidelines in particular guidelines for reporting in sick, scheduling holidays, dress code and timekeeping. Ensure pass and name badge are worn at all times whilst within the call centre.
To ensure compliance with the Call Script and adhere to Call Quality Monitoring guidelines.
To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem.
To ensure the accurate input of data and the completion of all relevant fields throughout each call.
To take ownership of customer problems to conclusion
To liaise with Engineers in order to prioritise calls enabling swift response times.
To manage after call activities to effectively manage workload and service levels.
To communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.
Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.

Strive to achieve agreed service levels at all times.
Action any corrective actions highlighted in performance reviews and 1-1’s with your direct line manager.
To approach your Team Leader with any issues or problems that may arise.
To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and partnership colleagues.
To ensure effective written and verbal communication of all relevant information pertinent to the role.
To visibly demonstrate enthusiasm and positive behaviour.
To own and display City values, respect and value others.
To comply with any other reasonable request from the Helpdesk Management Team.

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