Job description
Location: Poole, GB, BH17 7ER
Type of Employment: Full-time
Job Family:
Date posted: 22-Sep-2022
Come and join us as a Call Centre Operator at Yunex Traffic and be a part of our Contact Centre team in the Service Operations Centre.
Purpose of the role
The role is responsible for the correct handling of various faults relating to traffic aswell as other various businesses in line with our customer’s contract requirements within service level agreements. You will be expected to develop an expert understanding of our customer’s
requirements and support our local service teams whilst helping to establish our department within Yunex Traffic with both internal and external customers.
This role is very much desk based and very reactive, the role is managing phone calls, faults, e-mails and queries as they come in and at times it can be very busy so being able to work as part of a team aswell as independently and the ability to organise yourself and prioritise is key for this role.
Responsibilities
- Telephony and e-mail correspondence.
- Intelligent allocation of faults to Field Service engineers including those that are time sensitive and urgent to maximize output and limit travel, also ensuring that faults are dispatched to an appropriately skilled engineer.
- Ensuring that all faults are reported, and information appropriately checked to support high levels of operational productivity.
- Managing attendance feedback from our Field Service engineers and ensuring this is recorded on the customer system accurately in line with contract requirements.
- Optimising contract performance by liaising with various third parties to ensure faults are appropriately managed.
- Liaising with our customer to deliver their contract requirements.
- Escalating risks or issues to a Senior Fault Desk Operator or the Service Delivery Manager.
Key Competencies
- Advanced verbal and written communications skills.
- A high level of attention to detail, critical thinking, and the ability to remain composed when managing multiple tasks and working under pressure.
- The ability to work independently and take ownership of tasks and incidents until completion.
- The ability to build effective working relationships with colleagues & customers.
- PC / Laptop literate, experience of working with M365 applications such as Word, Excel, Outlook, and Teams is preferred.
Required experience
- Experience of working in a team environment is essential.
- Previous administration, customer services or co-ordination experience is desirable.
Working Pattern
This role will entail covering shifts between:
- 05:00-13:00, 06:00-14:00, 07:00-15:00, 08:00-16:00, 08:30-16:30, 09:00-17:00, 11:00-19:00, 12:00-20:00.
- Approximately 1 in 4 weekends between 9:00am and 5:00pm (rotating around the team)
A 15% uplift is added to the salary for working shifts.
Benefits include:
- Remote Working once training is complete – 2 days in the office / 3 days working from home if preferred each week
- 26 days holiday, increasing up to 29 days with length of service
- Excellent pension, matching contributions up to 10% of pensionable salary
- Annual, business performance related, bonus
- Flexible benefits to suit your personal needs
- Flexible working policy
- Investment in personal development and support to membership of professional institutions
About us
We’re Yunex Traffic. We have offices across the UK and worldwide, full of hardworking individual’s helping us to challenge the today and work towards a brighter tomorrow. We’re excited to hear that you would like to join us here at Yunex Traffic. Our people love it here and we want you to be a part of helping us make real, what matters.
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