Mar
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Contact Team Member
March 16, 2018 | Comments Off on Contact Team Member
Location: Huntingdon
Kier Utilities is looking to recruit a Contact Team Member to act as key interface with the customer, planning and making customer appointments. Assist with scheduling and planning. Analysing SAP and Click data in order to provide feedback to key stakeholders. Keeping our customers informed through proactive contact.
Key Responsibilities:
- Identify customer specific or auto schedule jobs and liaise with the customer using the most appropriate communication method to confirm the appointment
- Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution
- Update the system with details of appointments.
- Pick up any new work required and make appointments
- Pick up messages from the answer-phone and make outbound calls.
- Assist with the management of repeat contacts and chases.
- Analyse data from Click/SAP in order to provide performance management feedback to a number of stakeholders.
- Analyse data in order to provide statistics for use in demand and resource planning.
- Provide information to ensure jobs are managed within LOS.
- Assist with scheduling and planning during peak periods and help cover for holidays and sickness.
Key Skills and Qualifications:
- Educated to GCSE standard or equivalent
- Experience in a customer service environment particularly with experience of dealing with customers over the phone.
- An understanding of the metering processes.
- Excellent IT and keyboard skills
- Excellent interpersonal, analytical and customer service and communication skills
- Able to show initiative, working on own or as part of a team.
- Will need to be able to work flexible working hours.
- SAP and Click skills.
About Kier:
Make the journey. Leave a legacy.
Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
Kier is an inclusive employer.
Let's shape your world together.