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Customer Service Dispatcher – Nottingham
Are you looking for a new career progression? Do you have a passion for delivering excellent customer service? Do you want to work in a friendly office environment where the company goes above and beyond to look after their staff? If so, this could be your ideal role!
Proactively monitor internal systems ensuring that all scheduled jobs are completed within the agreed appointment windows, any jeopardy jobs are managed and ensure timely communications to customers where changes are required. Work with members of the contact centre and field management teams to ensure that any priority appointment requirements are accommodated, and effortless customer service is delivered.
*To provide in-day support to the field workforce through the management of work levels.
*Ensure that call handling standards are met.
*Assist in ensuring that the agreed work volumes are met and monitored throughout the day as required and that available capacity is highlighted and communicated to the appropriate teams in a timely manner with a view to securing additional appointments to maintain engineer productivity levels whilst taking into account local geography, mileage / travel time and engineer skill sets
*Maintain communication with the customer to ensure that service levels and agreed appointment slots are achieved.
*To attend conference calls/hangouts when required with colleagues across the operational business.
*Work alongside the Parts team to ensure all parts processes are being adhered to.
*Liaise with Field Management to communicate and resolve workforce issues.
*Taking in-bound calls from Engineers/Field Managers and taking ownership to resolve queries as appropriate.
Respond to all escalation enquiries and provide solutions as required to deliver upon our Customer promises.
To be successful in this role you will need to have the following knowledge, skills, and attributes:
*Good communication, negotiating and influencing skills.
*Attention to detail.
*High level of customer service skills.
*Confident in dealing with customers and conflict handling.
*Ability to take ownership of issues to resolution. Computer literate.
*Experience of operating within dispatch/planning role.
*Knowledge of HML products and services.
*Fully conversant with HML systems and processes.
*Knowledge of UK geography.
Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.
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