Customer Service Operator

Salary: £33,600 per year

General Area of Responsibility

Responsible for providing a high standard of operational support in order to deliver efficient services to our customers. You will be key in establishing and maintaining good customer relations and manage stakeholders both inside and outside of the organisation.

The role will be part of The Operations Team which will work on a 24/7 rota basis covering all UK Towage Operations.

Specific Area of Responsibility:

Your main tasks will be to:

• Manage bookings and changes for all towage operations co-ordinated through the Centre and ensure information is passed in a timely manner to the relevant employees.
• Be the company representative with our customers and other organisational stakeholders, develop and maintain good relationships and co-ordinate regularly with them.
• Accurately enter all necessary data and information into our booking, scheduling and invoicing systems.
• Organise the scheduling and logistics of crew and Tugs in order to ensure the most efficient use of assets to deliver optimum service.
• Work closely with the Operations Team, Crew and Technical departments to ensure that Tugs are available for scheduled maintenance as and when required.
• Proactively prepare and maintain an operational forecast and spot hunting reports.
• Liaise with the crewing department to maintain operational availability and ensure compliance with relevant working time legislation.
• Manage any short-term absences or exceptional additional needs in liaison with the crewing department.
• Ensure customer contact information is maintained and accurate.
• Assist with general administration tasks and undertake such other duties as may be required from time to time to ensure the operational efficiency of the business.
• Regularly process operational invoice information which has been entered into the sales database in order to keep an accurate record of work performed, and to facilitate efficient production of sales invoices.

You will participate in an agreed rota system to ensure we provide a 24-hour coverage for operations. Occasional overtime may be required.

/Preferred Education

• Knowledge and experience of logistic planning preferred
• Experience in an administrational / operational role essential
• Stakeholder Management and Customer Service Experience required
• Proficient in IT systems essential

The shifts are 12 hours week on days week off then week on nights week off. 8am – 8pm then 8pm – 8am.

BUPA medical and dental plus pension.

Free carparking on site