Call Centre Operator

40 hour week on 3 different shift patterns; each shift pattern runs for a 2 weeks period. Shifts will be: 0700 to 1400; 0800 to 1700; 0900 to 1800

Experience and Skills:

Good communication skills and the ability to deliver excellent customer service with strong customer focus. Able to communicate with colleagues, management and supply chain staff.
Strong team player
Work towards the achievement of targets
Able to think proactively with the ability to multi-task.
Strong operational contract focus.
Able to work on own initiative
Full security clearance, or be in a position to obtain security clearance
Approachable individual with a professional manner
Methodical in approach to tasks
Self-motivated
Working knowledge of telephony and other communication systems.
PC literate with PowerPoint, Excel and Word skillsTo act is the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order. Responsible for the co-ordination of customer service requests out to the supply chain and chasing progression of the work orders. Responsible for resolving queries and complaints by applying a first call resolution plan to each call. To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required. To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner.

The role is responsible to the ICC Supervisor for:

To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract
Responsible for the co-ordination of all reactive services within remit, ensuring work is distributed to the supply chain in accordance with the Reactive Works process.
To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
To develop and maintain a good understanding of the core Maximo and SharePoint applications, the facilities management services provided to all customers, and all relevant processes and procedures.
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
To take action to keep up to date with changes to the contract and sharing information learned within the team
To handle and actively resolve any customer issues according to the Customer Complaints process
To be prepared to work on other KBR contracts, projects and initiatives at short notice to support the changing needs of the business

Logic Engagements Ltd is a leading provider of JD Edwards, SAP, Oracle,CRM, Java, SQL, Infrastructure, PM, BA, Architecture,.NET, Digital and Ecommerce PHP, Magento,OO, iOS, Digital and Marketing resources to Agency, end users and to product suppliers/authors.

Our consultants deliver a highly professional service, always backed up by our team of specialist resourcers who are all experienced in their own markets. This ensures that we fully understand our clients’ requirements and our candidates’ skills and needs.

If you have the relevant skills and experience for this position we would welcome your application, however please note that we often receive high levels of responses to our advertisements so can only immediately respond to those that are a close match..

Logic Engagements Ltd operates as an employment agency and employment business.