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Service Controller
Oldham
A fantastic opportunity to join a well-established security company, with over 30 years' experience. They are looking for an experienced Service Controller to join their team.
£24,960
Full time | Permanent| onsite free parking | pension | Death in service policy
Main Responsibilities
- Reviewing, closing down and processing completed calls and issuing of engineer's worksheets to client where required.
- Communicating with customers on the completion of calls or need for further actions explaining action being taken.
- Leading on and providing response to customer queries and complaints escalated from customer service agents.
- Handling further actions received, processing actions required to enable service co-ordinators to rebook calls through to completion.
- Good understanding and ability to interpret engineer notes and update/amend where necessary to improve communication flow.
- Closing calls which have potential to exceed SOR or Service Level Agreement and forwarding to either sales team or communicating with customer to agree next action.
- 2nd line answering of telephone enquiries
- Excellent customer service and communication skills ? Strong understanding of customer SOR's and SLA's.
- Good knowledge and use of tracker system to review previous day's activity and ensure CASH data is accurate, updating engineer timesheet entry's to reflect activity.
Experience and Knowledge
- An understanding of SOR's and SLA's.
- Experience in use of a tracker system and service management system.
- Communication and interpersonal skills, including good customer service skills
- Ability to work on own initiative and as part of a team
If you are in the local area and looking for a new Service Controller position then please apply, if your application is successful one of the 4way Recruitment team will be in touch.
