Customer Contact Comms New Associate, Voice

About the Role

The purpose of this role is to oversee the dispatch of engineer visits, schedules, and communicate with customers to ensure timely visits. Utilizing our world-class scheduling system, you will manage any customer visits at risk of not happening. The Real-Time Workflow Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows and supporting field operations. In this role, you will be responsible for effectively communicating with our customers. Utilizing our world-class systems and collaborating with our Home Service, Planning, Business, Sales, and Service teams, you will swiftly and efficiently resolve issues, embodying our "one and done" culture. Your expertise in customer communication and complaint handling will complement the tools at your disposal.

Key Responsibilities

• Coordinate and communicate effectively with internal teams and external customers through telephony and Live chat to ensure timely resolution of issues and seamless information flow.
• Manage challenging visit journeys and contact customers to confirm visit date suitability.
• Help manage day-to-day engineer activities, mainly including handling requests from the Onshore RTWFS Tier 2 & Field requests.
• Oversee customer journeys requiring additional support and attention.
• Respond to internal customer inquiries and manage expectations effectively.

Requirements & Tech Stack

• Voice - Customer Service skill required.
• Proficiency in customer management and field services systems.
• Excellent English verbal and written communication abilities.
• Exceptional interpersonal skills.
• Good understanding of UK geography to support region-specific tasks and communication.

Qualifications

• Any Graduation.
• A passion for learning.