As Customer Service Co-ordinator you will provide first and second line customer support on a service desk. The role will involve taking and accurately logging calls from public safety customers reporting fault issues with their equipment and ensuring that the requests are passed to the team third party engineers for resolution. This role would suit an individual who is flexible to work nightshifts as it will involve working nightshifts two weeks out of a seven week shift pattern rota. Key responsibilities will include:-

Answer customer queries in a timely and effective manner.

Provide support for internal customers.

Assist in ensuring team achieves grade of services in line with targets set.

Enter all requests for service into the call management system in a detailed and accurate manner

Determine in conjunction with the customer fault grading and priority in line with contractual requirements

Determine from the customer as much information as possible to aid preliminary fault analysis

Take ownership of all faults/requests through to resolution, updating regularly as required

Provide updates on call progress to customers as required by contractual agreements at appropriate times

Close completed calls promptly and report accurate closure details to customers as required

Pass and manage calls to third party suppliers where appropriate and pursue to completion

Generate and distribute periodic reports as required for internal use

Escalate potential problem issues at an early stage

Identify potential business opportunities and pass for appropriate action

Identify problems in respect of processes or software systems and assist in post resolution testing

Maintain a high level of focus on customer service

The successful applicant will have excellent customer service skills with a confident telephone manner and competent IT skills. You should have strong attention to detail, with the ability to work to deadlines whilst under pressure and you should be a strong team player, able to support other team members. Some flexibility is required towards the working hours as although the role will predominantly be standard office hours there will be night shifts two weeks out of a seven week rota pattern. This role offers a salary of 14,783 (pro rata) plus 15% shift allowance

To apply for this position, candidates must be eligible to live and work in the UK

Matchtech Group Plc is acting as an Employment Agency in relation to this vacancy.