Maintenance Call Handler

Maintenance Call Handler

Location: Redditch

Start date: ASAP

Permanent

Annual Salary £16,000- £16,500 per annum

Monday to Friday - 37.5 hours per week

Hours of work between 7am to 7pm (rotating shift)

Working for a leading facilities maintenance company, we are currently looking for a Maintenance Call Handler. The Maintenance Call Handler will be based on one large static site with multiple buildings based on the complex. We are looking for a Call Advisor to join the team.

The duties for the Maintenance Call Handler

• To resolve queries and complaints, by applying a first call resolution plan to each call.
• To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
• To enhance the customers' perception of the clients brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
• To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
• To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
• To monitor, action and escalate incidents as appropriate to achieve agreed service levels
• Keep customers informed of status and progress of resolution.
• To identify and apply opportunities to develop and improve skills,
• To handle and actively resolve any customer issues according to the Customer Complaint process.