Customer Service Communication Advisor

Placed: 30/11/17
Region: Hampshire
Location: Basingstoke
Category: Jobs


Content of the advertisement:

Kier Workplace Services provides specialist teams and technology solutions to help plan, manage and improve our clients' workplaces. This provides our clients with access to solutions not readily available in their own organisations. It also enables our clients to focus on their core business, while Kier takes care of the rest.

Our key clients include the Royal Opera House, Royal Shakespeare Company, Legal and General, Kent County Council, Oldham Council, BAE and the London Borough of Southwark. We also work with a number of schools and academies, the Welsh Government and hold a major contract with the NHS in Yorkshire and Humber. Customer Service Communication Advisor

The post holder will undertake support administration duties for the operational and office based teams, including but not limited to document management, general filing, printing & binding, purchasing of non-operational stock, and absence & sickness reporting. This position will be based in Basingstoke.

Key Responsibilities

* To communicate effectively with customers, both internally and externally for the capture, recording and distribution of service calls onto the helpdesk database utilising the helpdesk software (Concept, QFM, COINS and other systems)
* To capture job stories from clients effectively and write problem definitions that will provide clear instruction to engineers of the scope of the work in hand.
* Identifying the cause of problems clients call in and ensuring any health and safety issue that may impact an engineer's ability to complete the job are captured in the job story
* To allocate tasks to internal scheduling teams or external resource effectively
* Provide a professional, efficient and effective service delivery experience to both internal and external customers.
* To achieve individual performance targets and support the team/department in achieving broader performance goals
Key Skills and Qualifications

* Experience of working with computerised data management systems
* Previous experience in a similar customer focused service role
* Evidence of working within and supporting a team to achieve excellent customer service
* A relevant Customer Service NVQ/Diploma (or experience in a similar environment)
* Excellent telephone manner, with strong verbal and written communication and interpersonal skills
* Ability to create and maintain effective working relationships
* Demonstrable IT literacy with Microsoft Office, particularly Excel & Outlook
* Demonstrable accurate data entry skills with excellent attention to detail
Desirable

* Previous experience with Helpdesk systems software, preferably Concept Evolution
* Previous background in Facilities Management
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